Accession Number : ADA314127

Title :   Achieving Organizational Vision at the DeWitt Army Health Care System Through a Focus on Service Quality.

Descriptive Note : Final rept. Jul 94-Jul 95,

Corporate Author : ACADEMY OF HEALTH SCIENCES (ARMY) FORT SAM HOUSTON TX HEALTH CARE ADMINISTRATI ON

Personal Author(s) : Hutson, Donald H.

PDF Url : ADA314127

Report Date : MAY 1995

Pagination or Media Count : 62

Abstract : Under the Department of Defense (DOD) TRICARE initiative, DOD beneficiaries (excluding active duty) will be given a choice of health care systems from which to receive care. The purpose of this study was to determine whether choice of health care systems by a specific population could be predicted based upon the variables 'service quality' and 'customer satisfaction.' Service quality was operationally defined as a gap score by subtracting expectation scores from perception scores on a battery of questions along five dimensions: tangibles, reliability, responsiveness, empathy and assurance. Customer Satisfaction was operationally defined by a self reported item on the survey instrument. Data was collected from a statistically significant sample size (n=389) representing the population of DOD beneficiaries in Northern Virginia (N =140,000) utilizing the SERVQUAL survey instrument. Using regression analysis, a statistically significant relationship was shown to exist: (1) between customer satisfaction and service quality, t(387)=13.566, p<.OOOl; and (2) between future choice behavior and customer satisfaction, t(387)=13.240, p<.0001. Knowledge of the relationships that exist among service quality, customer satisfaction and future choice behavior may assist in preparation for the TRICARE initiative.

Descriptors :   *ARMY FACILITIES, *QUALITY, *MEDICAL SERVICES, *HEALTH CARE FACILITIES, DEPARTMENT OF DEFENSE, MANAGEMENT PLANNING AND CONTROL, MARKETING, ARMY PERSONNEL, HEALTH, STATISTICAL DATA, FAMILY MEMBERS, THESES, REGRESSION ANALYSIS, RELIABILITY, SURVEYS, MILITARY MEDICINE, CIVILIAN PERSONNEL, QUALITY ASSURANCE, PATIENTS, MEDICAL PERSONNEL, ARMY BUDGETS, MILITARY ORGANIZATIONS.

Subject Categories : Administration and Management
      Personnel Management and Labor Relations
      Medical Facilities, Equipment and Supplies
      Military Forces and Organizations

Distribution Statement : APPROVED FOR PUBLIC RELEASE