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An analysis of service quality at a student health center

Cem Canel (Associate Professor of Operations Management, Department of Information Systems and Operations Management, Cameron School of Business, The University of North Carolina at Wilmington, Wilmington, North Carolina, USA)
Elizabeth A. Anderson Fletcher (Associate Professor of Operations Management, Department of Decision and Information Sciences, C.T. Bauer College of Business, University of Houston, Houston, Texas, USA)

International Journal of Health Care Quality Assurance

ISSN: 0952-6862

Article publication date: 1 November 2001

1737

Abstract

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.

Keywords

Citation

Canel, C. and Anderson Fletcher, E.A. (2001), "An analysis of service quality at a student health center", International Journal of Health Care Quality Assurance, Vol. 14 No. 6, pp. 260-267. https://doi.org/10.1108/09526860110404220

Publisher

:

MCB UP Ltd

Copyright © 2001, MCB UP Limited

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