Philip G, Stewart J
School of Management and Economics, Queen's University of Belfast, Belfast BT7 INN, Northern Ireland, UK.
Health Serv Manage Res. 2000 Nov;13(4):244-55. doi: 10.1177/095148480001300405.
This paper describes the development and use of a modified SERVQUAL research instrument for measuring the service quality of voluntary organizations from the perspective of their 'customers'. A series of focus group meetings were run with providers and users of the services to identify the appropriate dimensions of service quality. These were structured meetings led by the researchers addressing set questions in a group setting. The meeting enabled the identification of six different dimensions of service quality which neatly mapped on to the pivotal-core-peripheral (P-C-P attributes model [Philip and Hazlett, 1997]), which was developed after extensive research of existing models such as SERVQUAL. These dimensions were used to develop a questionnaire to assess service quality within the voluntary sector. The questionnaire was distributed to 2005 service users, representing eight voluntary organizations from across Northern Ireland. The research resulted in the development of a methodology and research instrument suitable for measuring service quality in the voluntary sector.
本文描述了一种经过改进的SERVQUAL研究工具的开发与应用，该工具用于从“客户”角度衡量志愿组织的服务质量。研究人员与服务提供者和使用者进行了一系列焦点小组会议，以确定服务质量的适当维度。这些会议由研究人员组织，在小组环境中针对既定问题展开。通过这些会议，确定了服务质量的六个不同维度，它们与关键-核心-外围（P-C-P属性模型[菲利普和哈兹利特，1997年]）完美契合，该模型是在对SERVQUAL等现有模型进行广泛研究后开发的。这些维度被用于编制一份问卷，以评估志愿部门的服务质量。问卷被分发给2005名服务使用者，他们代表了北爱尔兰各地的八个志愿组织。该研究促成了一种适用于衡量志愿部门服务质量的方法和研究工具的开发。
