Service quality in alcohol treatment: A research note

Abstract

Purpose

The purpose of this paper is to evaluate service quality in a UK privately funded alcohol treatment clinic.

Design/methodology/approach

Data were gathered via interviews with two groups of participants using the SERVQUAL questionnaire. The first group comprised 32 patients and the second 15 clinic staff. The SERVQUAL instrument measures service quality expectations and perceptions across five service dimensions and identifies gaps between service expectations and perceptions of what was delivered.

Findings

Patients' service quality expectations were exceeded on four of five dimensions. However, staff members felt services fell below expectations on four of five dimensions with the “reliability” service dimension emerging as the common service element falling below expectations for both participant groups. It was concluded that achieving consistent service delivery and increasing empathy between staff and patients improves overall service quality perceptions.

Research limitations/implications

The paper relies on self‐report methods from a relatively small number of individuals.

Originality/value

There have been limited research studies measuring alcohol treatment service quality in the private sector.

Citation

Resnick, S.M. and Griffiths, M.D. (2011), "Service quality in alcohol treatment: A research note", International Journal of Health Care Quality Assurance, Vol. 24 No. 2, pp. 149-163. https://doi.org/10.1108/09526861111105103