UCPERF: An Urgent Care Patient Satisfaction Instrument

Authors

Hong Qin, Stony Brook University
Victor R. Prybutok, University of North TexasFollow
Daniel A. Peak, University of North Texas
Kwabena G. Boakye, Georgia Southern UniversityFollow

Document Type

Article

Publication Date

2014

Publication Title

Quality Management Journal

DOI

10.1080/10686967.2014.11918393

ISSN

2575-6222

Abstract

This study creates an urgent care (UC) service quality model and contextualizes a version of SERVPERF called UCPERF. In doing so, UCPERF fills a research void by examining how the service quality constructs measure healthcare patient satisfaction within an urgent care environment. Findings indicate that UCPERF is an equally effective version of the SERVPERF model; however, unlike SERVPERF, UCPERF yields a model targeted for patient satisfaction and contextualized for use in an urgent care environment. The authors believe that UCPERF allows quick assessment of competitive issues for patients and can allow greater satisfaction with service quality, which reduces the likelihood of switching healthcare providers.

Recommended Citation

Qin, Hong, Victor R. Prybutok, Daniel A. Peak, Kwabena G. Boakye. 2014. "UCPERF: An Urgent Care Patient Satisfaction Instrument." Quality Management Journal, 21 (3): 11-25. doi: 10.1080/10686967.2014.11918393 source: https://www.tandfonline.com/doi/abs/10.1080/10686967.2014.11918393
https://digitalcommons.georgiasouthern.edu/logistics-supply-facpubs/7