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  • 1
    Electronic Resource
    Electronic Resource
    Measuring service quality in a hospital colposcopy clinic (2005)
    Bingley : Emerald
    International journal of health care quality assurance 18 (2005), S. 217-228 
    Details
    ISSN: 0952-6862
    Source: Emerald Fulltext Archive Database 1994-2005
    Topics: Medicine , Economics
    Notes: Purpose - The issues surrounding the measurement and provision of service quality in a health care setting are becoming increasingly important to nursing. This research study aims to apply the SERVQUAL measurement instrument in a Scottish colposcopy clinic. Design/methodology/approach - The study involved adapting the SERVQUAL instrument to the colposcopy setting and asking a sample of patients to complete the questionnaire. Patient expectations of service were obtained on first attendance at the clinic. Patient perceptions of service received were obtained on completion of treatment. Perceptions and expectations are then compared to identify where the largest service gaps exist. Findings - 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 the reliability of service. The research also revealed the need for improved premises. Research limitations/implications - Although the study has a limited sample size, it does appear that the SERVQUAL instrument has a useful diagnostic role to play in assessing and monitoring service quality in nursing, enabling nursing staff to identify where improvements are needed from the patients' perspective. The study has raised a number of issues which would form the basis for useful further research. Practical implications - Service quality from the patients' perspective should be routinely monitored and assessed. Originality/value - The findings should be useful to nursing staff seeking to assess, and improve, service quality.
    Type of Medium: Electronic Resource
    URL: http://dx.doi.org/10.1108/09526860510594776
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  • 2
    Electronic Resource
    Electronic Resource
    Performance measurementfor stakeholders: The case of Scottish local authorities (2004)
    Bingley : Emerald
    International journal of public sector management 17 (2004), S. 222-233 
    Details
    ISSN: 0951-3558
    Source: Emerald Fulltext Archive Database 1994-2005
    Topics: Political Science , Economics
    Notes: With continuing pressures for transparency, accountability and value for money, measuring the performance of public sector organisations is attracting increasing academic and management attention. However, little attention appears to have been paid to the performance information needs of stakeholders. This paper describes work with a number of Scottish local authority services to develop an information portfolio that would meet the performance measurement needs of diverse stakeholders. Overall, the approach was found to be useful, allowing services to identify the key stakeholders with an interest in their service's performance, the judgements about performance that each group wanted to make and the key information that stakeholders would need.
    Type of Medium: Electronic Resource
    URL: http://dx.doi.org/10.1108/09513550410530153
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  • 3
    Electronic Resource
    Electronic Resource
    Using the statutory audit to support continuous improvement in Scottish local authorities (2001)
    Bingley : Emerald
    International journal of public sector management 14 (2001), S. 540-555 
    Details
    ISSN: 0951-3558
    Source: Emerald Fulltext Archive Database 1994-2005
    Topics: Political Science , Economics
    Notes: The new Labour Government elected in the UK in 1997 has a declared commitment to the modernisation of local government and has proposed radical change to the way councils plan and deliver local services through best value in service delivery. Best value emphasises the role of sound management as a means of delivering service improvements. Best value in Scotland has a core requirement for every council to develop an effective performance management and planning (PMP) framework. The Accounts Commission and Audit Scotland have developed a detailed audit approach to assess and support each council's progress in developing and improving its PMP framework. The audit specified sets out the key features of a best value service grouped under ten criteria, requires each council service being audited to critically assess their current performance, and requires each service to implement performance improvements that are necessary to deliver best value services. The key findings from the first audit are presented together with an evaluation of councils' reactions to the audit and an assessment of the contribution of the audit to continuous improvement in Scottish local government.
    Type of Medium: Electronic Resource
    URL: http://dx.doi.org/10.1108/09513550110411653
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  • 4
    Electronic Resource
    Electronic Resource
    Measuring service quality in local government: the SERVQUAL approach (1995)
    Bingley : Emerald
    International journal of public sector management 8 (1995), S. 15-20 
    Details
    ISSN: 0951-3558
    Source: Emerald Fulltext Archive Database 1994-2005
    Topics: Political Science , Economics
    Notes: Local government in the UK is not immune from the pressures drivingsuccessful organizations towards top quality services that delight theircustomers. Outlines some of the special features of local governmentservice provision and the way in which these might affect the assessmentof service quality. Highlights some of the limitations of conventionalcustomer satisfaction surveys which lead the authors to consider theSERVQUAL approach. This method, which has been the subject ofconsiderable academic scrutiny and extensive private sector serviceapplication, merits serious consideration by local government managersas a robust, adaptable, diagnostic instrument to measure servicequality.
    Type of Medium: Electronic Resource
    URL: http://dx.doi.org/10.1108/09513559510103157
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