Quality and usability in a student health clinic

Abstract

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.

Citation

Strawderman, L. and Koubek, R. (2006), "Quality and usability in a student health clinic", International Journal of Health Care Quality Assurance, Vol. 19 No. 3, pp. 225-236. https://doi.org/10.1108/09526860610661446