Use of the Servqual scale to measure expectations and perceptions of service quality in an ambulatory health care setting

Abstract

The objective of this research was to determine the appropriateness of the original SERVQU AL scale as a tool for measuring patients' expectations and perceptions of service quality in an ambulatory health care setting. The research examined three additional areas: 1. the correlation between patients' expectations and perceptions of service quality in the setting, 2. the correlation between staff perceptions of patients expectations of service quality and the actual patients' expectations, and 3. the relationship of distance traveled for health care service and expectations of service quality. The results conclude that the original SERVQU AL scale is a reliable and valid instrument and appropriate for use in a health clinic setting. SERVQU AL used as a self administered questionnaire in the setting produced an excellent response rate. The statistical analysis supports conclusions which indicate a direct correlation between patients' expectations and perceptions of service quality, no correlation between staff perceptions of patients' service quality expectations and actual patient expectations, and no direct correlation between distance traveled and patients' expectations of service quality. Four areas are identified for future research. First, use of the SERVQU AL scale on an annual basis in several clinics of a multi-site system to develop a data base, second, determining the effect of specific characteristic variables on patient expectations using the SERVQU AL scale, third, a prospective study examining the relationship between patient expectations and treatment outcome, and fourth, examining the relationship between patient shopping behavior and expectations of service quality.