Quality and usability in a student health clinic.
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.
Strawderman
Lesley
L
The Harold and Inge Marcus Department of Industrial Engineering, Pennsylvania State University, University Park, Pennsylvania, USA. ljs235@psu.edu
Koubek
Rick
R
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