{"title":"Quality and usability in a student health clinic.","authors":"Lesley Strawderman, Rick Koubek","doi":"10.1108/09526860610661446","DOIUrl":null,"url":null,"abstract":"<p><strong>Purpose: </strong>To evaluate the service quality and usability of a student health clinic.</p><p><strong>Design/methodology/approach: </strong>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.</p><p><strong>Findings: </strong>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.</p><p><strong>Research limitations/implications: </strong>The student health clinic and subject participants are a special population that may display different characteristics from other healthcare providers.</p><p><strong>Practical implications: </strong>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.</p><p><strong>Originality/value: </strong>This paper provides useful information to healthcare providers, especially in a university setting.</p>","PeriodicalId":80009,"journal":{"name":"International journal of health care quality assurance incorporating Leadership in health services","volume":"19 2-3","pages":"225-36"},"PeriodicalIF":0.0000,"publicationDate":"2006-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1108/09526860610661446","citationCount":"23","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"International journal of health care quality assurance incorporating Leadership in health services","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.1108/09526860610661446","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"","JCRName":"","Score":null,"Total":0}
引用次数: 23
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.
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