Measuring service quality in a hospital colposcopy clinic

Authors: Wisniewski Mik, Wisniewski Hazel

Management Science Working Paper No. 3 (2005)

This working paper has been published as Measuring service quality in a hospital colposcopy clinic International Journal of Health Care Quality Assurance (2005) Vol 18 No 3 pp. 217-228

Abstract

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The definition, and measurement, of service quality is considered difficult by many researchers. Nevertheless, the issues surrounding the measurement and provision of service quality in a health care setting are becoming increasingly important to nursing. This research study applied the Servqual service quality measurement instrument in a Scottish colposcopy clinic. Although patient satisfaction with the overall service provided was generally high, the instrument provided evidence of where specific service improvements were needed. The largest service quality gap was for reliability of service. The research also revealed the need for improved premises. The study concluded that the instrument was a potentially useful tool for assessing service quality and recommended that further research would be beneficial.