In March and April 1993, a customised ServQual survey instrument was administered to patients of the University of Houston Health Centre in order to evaluate customer perceptions of service quality. 431 completed surveys were returned with the expectation part delivered on registration of request for service, and the perception part given to the patient after…

BPIR Categories

1.1.1 Customer performance/satisfaction measurement
1.1.3 Design customer surveys
1.2.2 Service strengths/weaknesses/opportunities/threats

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