REFERQUAL: A New Tool for Assessing Service Quality in Exercise Referral Schemes
Author Information
Author(s): Cock Don, Iain C Adams, Adrian B Ibbetson, Phil Baugh
Primary Institution: Liverpool John Moores University
Hypothesis
Can a modified SERVQUAL instrument effectively assess service quality in the GP Exercise Referral Scheme?
Conclusion
REFERQUAL shows promise as a suitable tool for evaluating service quality in the ERS community.
Supporting Evidence
- Test re-test correlations showed a significant relationship between all items within the questionnaire.
- Satisfactory internal consistency was demonstrated via Cronbach's alpha.
- Clients responded favorably towards the usability and applicability of the instrument's items.
Takeaway
The study created a new tool to help understand how good the service is in exercise programs, which can help keep people coming back.
Methodology
A modified SERVQUAL instrument was piloted among 27 ERS clients to assess service quality.
Limitations
The study was a small-scale pilot and results may not generalize to larger populations.
Participant Demographics
Participants included clients from exercise referral schemes, with demographic data collected on gender, age, occupation, and marital status.
Statistical Information
P-Value
p<0.05
Statistical Significance
p<0.05
Digital Object Identifier (DOI)
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