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.
College of Business Administration, University of Houston, TX, USA.
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Anderson
D003362:Cost-Benefit Analysis; D017048:Health Care Costs; D006302:Health Services Research; D006785:Hospitals, University / Q000191:economics / Q000592:standards*; D017060:Patient Satisfaction / Q000706:statistics & numerical data*; D017064:Process Assessment, Health Care; D013333:Student Health Services / Q000191:economics / Q000592:standards*; D013781:Texas