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REFERQUAL: a pilot study of a new service quality assessment instrument in the GP exercise referral scheme setting
BACKGROUND: The development of an instrument accurately assessing service quality in the GP Exercise Referral Scheme (ERS) industry could potentially inform scheme organisers of the factors that affect adherence rates leading to the implementation of strategic interventions aimed at reducing client...
Autores principales: | , , , |
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Formato: | Texto |
Lenguaje: | English |
Publicado: |
BioMed Central
2006
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Materias: | |
Acceso en línea: | https://www.ncbi.nlm.nih.gov/pmc/articles/PMC1482701/ https://www.ncbi.nlm.nih.gov/pubmed/16725021 http://dx.doi.org/10.1186/1472-6963-6-61 |
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author | Cock, Don Adams, Iain C Ibbetson, Adrian B Baugh, Phil |
author_facet | Cock, Don Adams, Iain C Ibbetson, Adrian B Baugh, Phil |
author_sort | Cock, Don |
collection | PubMed |
description | BACKGROUND: The development of an instrument accurately assessing service quality in the GP Exercise Referral Scheme (ERS) industry could potentially inform scheme organisers of the factors that affect adherence rates leading to the implementation of strategic interventions aimed at reducing client drop-out. METHODS: A modified version of the SERVQUAL instrument was designed for use in the ERS setting and subsequently piloted amongst 27 ERS clients. RESULTS: Test re-test correlations were calculated via Pearson's 'r' or Spearman's 'rho', depending on whether the variables were Normally Distributed, to show a significant (mean r = 0.957, SD = 0.02, p < 0.05; mean rho = 0.934, SD = 0.03, p < 0.05) relationship between all items within the questionnaire. In addition, satisfactory internal consistency was demonstrated via Cronbach's 'α'. Furthermore, clients responded favourably towards the usability, wording and applicability of the instrument's items. CONCLUSION: REFERQUAL is considered to represent promise as a suitable tool for future evaluation of service quality within the ERS community. Future research should further assess the validity and reliability of this instrument through the use of a confirmatory factor analysis to scrutinise the proposed dimensional structure. |
format | Text |
id | pubmed-1482701 |
institution | National Center for Biotechnology Information |
language | English |
publishDate | 2006 |
publisher | BioMed Central |
record_format | MEDLINE/PubMed |
spelling | pubmed-14827012006-06-24 REFERQUAL: a pilot study of a new service quality assessment instrument in the GP exercise referral scheme setting Cock, Don Adams, Iain C Ibbetson, Adrian B Baugh, Phil BMC Health Serv Res Research Article BACKGROUND: The development of an instrument accurately assessing service quality in the GP Exercise Referral Scheme (ERS) industry could potentially inform scheme organisers of the factors that affect adherence rates leading to the implementation of strategic interventions aimed at reducing client drop-out. METHODS: A modified version of the SERVQUAL instrument was designed for use in the ERS setting and subsequently piloted amongst 27 ERS clients. RESULTS: Test re-test correlations were calculated via Pearson's 'r' or Spearman's 'rho', depending on whether the variables were Normally Distributed, to show a significant (mean r = 0.957, SD = 0.02, p < 0.05; mean rho = 0.934, SD = 0.03, p < 0.05) relationship between all items within the questionnaire. In addition, satisfactory internal consistency was demonstrated via Cronbach's 'α'. Furthermore, clients responded favourably towards the usability, wording and applicability of the instrument's items. CONCLUSION: REFERQUAL is considered to represent promise as a suitable tool for future evaluation of service quality within the ERS community. Future research should further assess the validity and reliability of this instrument through the use of a confirmatory factor analysis to scrutinise the proposed dimensional structure. BioMed Central 2006-05-25 /pmc/articles/PMC1482701/ /pubmed/16725021 http://dx.doi.org/10.1186/1472-6963-6-61 Text en Copyright © 2006 Cock et al; licensee BioMed Central Ltd. http://creativecommons.org/licenses/by/2.0 This is an Open Access article distributed under the terms of the Creative Commons Attribution License ( (http://creativecommons.org/licenses/by/2.0) ), which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited. |
spellingShingle | Research Article Cock, Don Adams, Iain C Ibbetson, Adrian B Baugh, Phil REFERQUAL: a pilot study of a new service quality assessment instrument in the GP exercise referral scheme setting |
title | REFERQUAL: a pilot study of a new service quality assessment instrument in the GP exercise referral scheme setting |
title_full | REFERQUAL: a pilot study of a new service quality assessment instrument in the GP exercise referral scheme setting |
title_fullStr | REFERQUAL: a pilot study of a new service quality assessment instrument in the GP exercise referral scheme setting |
title_full_unstemmed | REFERQUAL: a pilot study of a new service quality assessment instrument in the GP exercise referral scheme setting |
title_short | REFERQUAL: a pilot study of a new service quality assessment instrument in the GP exercise referral scheme setting |
title_sort | referqual: a pilot study of a new service quality assessment instrument in the gp exercise referral scheme setting |
topic | Research Article |
url | https://www.ncbi.nlm.nih.gov/pmc/articles/PMC1482701/ https://www.ncbi.nlm.nih.gov/pubmed/16725021 http://dx.doi.org/10.1186/1472-6963-6-61 |
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