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.
International Journal of Health Care Quality Assurance – Emerald Publishing
Published: Apr 1, 1995
Keywords: Clinics; Customer satisfaction; Health care; Improvement; Service quality; Strategic planning; University of Houston Health Center; USA
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