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BMC Health Services Research
Published in: BMC Health Services Research 1/2006

Open Access 01-12-2006 | Research article

REFERQUAL: a pilot study of a new service quality assessment instrument in the GP exercise referral scheme setting

Authors: Don Cock, Iain C Adams, Adrian B Ibbetson, Phil Baugh

Published in: BMC Health Services Research | Issue 1/2006

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Abstract

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.
Appendix
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Metadata
Title
REFERQUAL: a pilot study of a new service quality assessment instrument in the GP exercise referral scheme setting
Authors
Don Cock
Iain C Adams
Adrian B Ibbetson
Phil Baugh
Publication date
01-12-2006
Publisher
BioMed Central
Published in
BMC Health Services Research / Issue 1/2006
Electronic ISSN: 1472-6963
DOI
https://doi.org/10.1186/1472-6963-6-61

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