title: Quality and usability in a student health clinic.
abstract: OBJECTIVE
  To evaluate the service quality and usability of a student health clinic.
  
  
  METHODS
  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.
  
  
  RESULTS
  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.
  
  
  CONCLUSIONS
  The student health clinic and subject participants are a special population that may display different characteristics from other healthcare providers.
  
  
  CONCLUSIONS
  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.
  
  
  CONCLUSIONS
  This paper provides useful information to healthcare providers, especially in a university setting.
authors.affiliation: The Harold and Inge Marcus Department of Industrial Engineering, Pennsylvania State University, University Park, Pennsylvania, USA. ljs235@psu.edu
authors.forename: Lesley
authors.initials: L
authors.lastname: Strawderman
authors.forename: Rick
authors.initials: R
authors.lastname: Koubek
mesh_terms: D006297:Health Services Accessibility; D006801:Humans; D017060:Patient Satisfaction; D010414:Pennsylvania; D011787:Quality of Health Care; D013333:Student Health Services / Q000592:standards*; D011795:Surveys and Questionnaires