Quality and usability in a student health clinic

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Abstract
To evaluate the service quality and usability of a student health clinic. A measurement tool, termed SERVUSE, was created by modifying SERVQUAL. The modified survey included all five original dimensions in addition to a usability dimension. The survey was administered to 200 patients at the health clinic. SERVUSE was found to be a valid tool for measuring service quality in this setting. The health clinic received a gap score of -0.357, showing that customer expectations were not met. The student health clinic and subject participants are a special population that may display different characteristics from other healthcare providers. SERVUSE is a tool that can be used to aid in improving a health clinic's service quality. Usability is an important feature for healthcare providers to improve. This paper provides useful information to healthcare providers, especially in a university setting.