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Measuring service performance
Conference presentation

Measuring service performance

Wendy Spinks
2012 University Research Conference Program Book, p.24
USC Research Conference, 2012 (Sunshine Coast, Australia, 09-Jul-2012–13-Jul-2012)
University of the Sunshine Coast
2012
url
https://www.usc.edu.au/View
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Abstract

Business and Management service performance
In order to evaluate the efficacy of their services, organisations, including those funded by the public, need to be able to identify and measure the factors that influence consumers' evaluation of those services. This aim of this research was to develop and test a new instrument which measures consumers' perceptions of the performance of health and well-being service providers. A triangulation of methods (interviews, foucus groups, an expert panel and an online survey) was used to collect qualitative and quantitative data in order to achieve this aim. The main statistical analysis used was structural equation modeling in order to test two different models of service performance measurement. It was found that the new Consumer Perception of Service Performance (CSP) instrument developed for this research project provided a more reliable and valid instrument than the traditional SERVQUAL instrument. In addition, the CSP model enables organisations to determine what areas of the service need improvement as well as the base to measure change over a time period. This increased understanding would ultimately help improve health and well-being services for current and future communities.

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