Resnick Sheilagh M, Griffiths Mark D
Nottingham Trent University, Nottingham, UK.
Int J Health Care Qual Assur. 2011;24(2):149-63. doi: 10.1108/09526861111105103.
The purpose of this paper is to evaluate service quality in a UK privately funded alcohol treatment clinic.
DESIGN/METHODOLOGY/APPROACH: Data were gathered via interviews with two groups of participants using the SERVQUAL questionnaire. The first group comprised 32 patients and the second 15 clinic staff. The SERVQUAL instrument measures service quality expectations and perceptions across five service dimensions and identifies gaps between service expectations and perceptions of what was delivered.
Patients' service quality expectations were exceeded on four of five dimensions. However, staff members felt services fell below expectations on four of five dimensions with the "reliability" service dimension emerging as the common service element falling below expectations for both participant groups. It was concluded that achieving consistent service delivery and increasing empathy between staff and patients improves overall service quality perceptions.
RESEARCH LIMITATIONS/IMPLICATIONS: The paper relies on self-report methods from a relatively small number of individuals.
ORIGINALITY/VALUE: There have been limited research studies measuring alcohol treatment service quality in the private sector.
本文旨在评估英国一家私立酒精治疗诊所的服务质量。
设计/方法/途径：通过使用SERVQUAL问卷对两组参与者进行访谈来收集数据。第一组包括32名患者，第二组包括15名诊所工作人员。SERVQUAL工具衡量五个服务维度的服务质量期望和感知，并识别服务期望与所提供服务感知之间的差距。
在五个维度中的四个维度上，患者的服务质量期望得到了超出。然而，工作人员认为在五个维度中的四个维度上服务未达期望，“可靠性”服务维度成为两个参与群体均未达期望的共同服务要素。得出的结论是，实现一致的服务交付并增强工作人员与患者之间的同理心可提高整体服务质量感知。
研究局限性/启示：本文依赖于相对少数个体的自我报告方法。
原创性/价值：在私营部门衡量酒精治疗服务质量的研究有限。
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