Anderson E A
College of Business Administration, University of Houston, TX, USA.
Int J Health Care Qual Assur. 1995;8(2):32-7. doi: 10.1108/09526869510081866.
Describes research undertaken to assess the quality of service provided by a public university health clinic. The SERVQUAL instrument was administered to patients of the University of Houston Health Center in order to evaluate customer perceptions of service quality. The results of this study are currently being incorporated into the clinic's strategic planning process, specifically with respect to future resource allocation towards quality improvement projects.
描述了为评估一所公立大学健康诊所提供的服务质量而开展的研究。向休斯顿大学健康中心的患者发放了SERVQUAL量表，以评估客户对服务质量的看法。该研究结果目前正被纳入诊所的战略规划过程，特别是在未来针对质量改进项目的资源分配方面。
