Involving service users in defining and evaluating the service quality of a disability service

Abstract

Purpose – This study proposes to examine how a particular service quality model, the P-C-P attributes model, can be used to develop a measurement tool for a disability organisation, which involves service users in defining and determining service quality. Design/methodology/approach – The evaluation focused on a physical disability service within the voluntary sector in Ireland. To identify the service quality dimensions, which were important, a series of focus groups were completed with service personnel and service users. A questionnaire was then developed from the information identified relating to a number of service quality dimensions. Findings – The results illustrated an overall high level of satisfaction with the service. There were a number of service dimensions identified in each of the attribute groupings, which could be improved. Respondents also made a number of recommendations for improvement. Research limitations/implications – The study identified limitations to the model relating to whether the actual experiences of service users are captured. Originality/value – This paper outlines from a consumer perspective the service attributes that provide satisfaction with service delivery but also highlighted areas where improvement was necessary and that the P-C-P model is a suitable framework for use.