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An analysis of service quality at a student health center
1Department of Information Systems and Operations Management, Cameron School of Business, University of North Carolina at Wilmington, Wilmington, North Carolina, USA.
Abstract:
This study provides an analysis of the quality of service provided by a university health care center. Students' expectations and perceptions of the center's services are identified by a survey. A second survey was administered to the employees of the center to compare student perceptions to those of the employees. Based on the results of this study, specific recommendations are made to improve the performance of the center. The implementation of these recommendations should also reflect a change in the students' perceptions about the quality of service provided by the center.