Measuring service quality provision within an eating disorders context

Desmond Doran (Senior Lecturer, International Strategy and Research Operations Group, Kingston upon Thames, Surrey, UK)
Peter Smith (MBA Research Associate, International Strategy and Research Operations Group, Kingston upon Thames, Surrey, UK)

International Journal of Health Care Quality Assurance

ISSN: 0952-6862

Publication date: 1 December 2004

Abstract

Traditionally, research concerning quality measurement and improvement has centred on manufacturing and industrial sectors. In the last decade, however, the focus has turned to the measurement of quality in services and more recently to healthcare. In today's progressively competitive health‐care environment hospitals increasingly realise the need to focus on service quality as a means to improve their competitive position. The aim of this study is to assess the service quality provision of a leading UK‐based eating disorder service provider, achieved through the development and application of the SERVQUAL research instrument for measuring service quality. Following thematic analysis of service user feedback, six dimensions of service quality were identified and mapped on to the P‐C‐P attributes model. The approach adopted for this case study research may usefully inform service assessment programmes for similarly positioned health‐care service providers.

Keywords

Citation

Doran, D. and Smith, P. (2004), "Measuring service quality provision within an eating disorders context", International Journal of Health Care Quality Assurance, Vol. 17 No. 7, pp. 377-388. https://doi.org/10.1108/09526860410563186

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Publisher

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Emerald Group Publishing Limited

Copyright © 2004, Emerald Group Publishing Limited

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