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Quality and usability in a student health clinic
Lesley Strawderman1, Rick Koubek
1The Harold and Inge Marcus Department of Industrial Engineering, Pennsylvania State University, University Park, Pennsylvania, USA. ljs235@psu.edu
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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