Lesley Strawderman1, Rick Koubek. 1. The Harold and Inge Marcus Department of Industrial Engineering, Pennsylvania State University, University Park, Pennsylvania, USA. ljs235@psu.edu
Abstract
PURPOSE: To evaluate the service quality and usability of a student health clinic. DESIGN/METHODOLOGY/APPROACH: A measurement tool, termed SERVUSE, was created by modifying SERVQUAL. The modified survey included all five original dimensions in addition to a usability dimension. The survey was administered to 200 patients at the health clinic. FINDINGS: SERVUSE was found to be a valid tool for measuring service quality in this setting. The health clinic received a gap score of -0.357, showing that customer expectations were not met. RESEARCH LIMITATIONS/IMPLICATIONS: The student health clinic and subject participants are a special population that may display different characteristics from other healthcare providers. PRACTICAL IMPLICATIONS: SERVUSE is a tool that can be used to aid in improving a health clinic's service quality. Usability is an important feature for healthcare providers to improve. ORIGINALITY/VALUE: This paper provides useful information to healthcare providers, especially in a university setting.
PURPOSE: To evaluate the service quality and usability of a student health clinic. DESIGN/METHODOLOGY/APPROACH: A measurement tool, termed SERVUSE, was created by modifying SERVQUAL. The modified survey included all five original dimensions in addition to a usability dimension. The survey was administered to 200 patients at the health clinic. FINDINGS: SERVUSE was found to be a valid tool for measuring service quality in this setting. The health clinic received a gap score of -0.357, showing that customer expectations were not met. RESEARCH LIMITATIONS/IMPLICATIONS: The student health clinic and subject participants are a special population that may display different characteristics from other healthcare providers. PRACTICAL IMPLICATIONS: SERVUSE is a tool that can be used to aid in improving a health clinic's service quality. Usability is an important feature for healthcare providers to improve. ORIGINALITY/VALUE: This paper provides useful information to healthcare providers, especially in a university setting.
Authors: Anna M Lindquist; Pauline E Johansson; Göran I Petersson; Britt-Inger Saveman; Gunilla C Nilsson Journal: J Med Internet Res Date: 2008-10-28 Impact factor: 5.428