Service quality in alcohol treatment: a research note

Resnick, S. ORCID: 0000-0002-4471-7594 and Griffiths, M.D. ORCID: 0000-0001-8880-6524, 2011. Service quality in alcohol treatment: a research note. International Journal of Health Care Quality Assurance, 24 (2), pp. 149-163. ISSN 0952-6862

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Abstract

Purpose - To evaluate service quality in a UK privately funded alcohol treatment clinic. Methodology - 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. Findings – 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 - Relies on self-report methods from a relatively small number of individuals. Originality - There have been limited research studies measuring alcohol treatment service quality in the private sector.

Item Type: Journal article
Publication Title: International Journal of Health Care Quality Assurance
Creators: Resnick, S. and Griffiths, M.D.
Date: 2011
Volume: 24
Number: 2
ISSN: 0952-6862
Divisions: Schools > Nottingham Business School
Schools > School of Social Sciences
Depositing User: EPrints Services
Date Added: 09 Oct 2015 10:14
Last Modified: 09 Jun 2017 13:23
URI: http://irep.ntu.ac.uk/id/eprint/9920

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