Canel C, Fletcher E A
Department of Information Systems and Operations Management, Cameron School of Business, University of North Carolina at Wilmington, Wilmington, North Carolina, USA.
Int J Health Care Qual Assur Inc Leadersh Health Serv. 2001;14(6-7):260-7. doi: 10.1108/09526860110404220.
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.
本研究对一所大学医疗中心提供的服务质量进行了分析。通过一项调查确定了学生对该中心服务的期望和看法。对该中心的员工进行了第二项调查，以将学生的看法与员工的看法进行比较。基于这项研究的结果，提出了具体建议以改善该中心的绩效。这些建议的实施也应反映出学生对该中心提供的服务质量看法的变化。
