Measuring service quality at a university health clinic

Measuring service quality at a university health clinic Describes research undertaken to assess the quality of service provided by a public university health clinic. The SERVQUAL instrument was administered to patients of the University of Houston Health Center in order to evaluate customer perceptions of service quality. The results of this study are currently being incorporated into the clinic’s strategic planning process, specifically with respect to future resource allocation towards quality improvement projects. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Health Care Quality Assurance Emerald Publishing

Measuring service quality at a university health clinic

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Publisher
Emerald Publishing
Copyright
Copyright © 1995 MCB UP Ltd. All rights reserved.
ISSN
0952-6862
D.O.I.
10.1108/09526869510081866
Publisher site
See Article on Publisher Site

Abstract

Describes research undertaken to assess the quality of service provided by a public university health clinic. The SERVQUAL instrument was administered to patients of the University of Houston Health Center in order to evaluate customer perceptions of service quality. The results of this study are currently being incorporated into the clinic’s strategic planning process, specifically with respect to future resource allocation towards quality improvement projects.

Journal

International Journal of Health Care Quality AssuranceEmerald Publishing

Published: Apr 1, 1995

Keywords: Clinics; Customer satisfaction; Health care; Improvement; Service quality; Strategic planning; University of Houston Health Center; USA

References

  • Truths and myths in service quality
    Gummesson, E.

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