Quality assurance by service quality--an industrial approach to monitoring course delivery

British Dental Journal
R G Chadwick

Abstract

To evaluate the use of an adapted customer service quality questionnaire as a management tool in the delivery of an undergraduate phantom head course. Two questionnaires, based upon an industrial definition of quality service, were devised and distributed for completion by second year dental students attending the management of dental caries course. These were applied to the academic years 1997/98 and 1999/2000. The first questionnaire was prospective, administered prior to course commencement, and sought to ascertain the level of importance attached to each dimension of course delivery. The second was retrospective and measured the level of satisfaction with course delivery. By comparing the 1997/98 responses for both questionnaire types, areas requiring improvement were identified. Where these areas were emphasised prospectively as important by the 1999/2000 students' improvement measures were introduced. Their effect was assessed by the subsequent retrospective satisfaction questionnaire. In all cases the questionnaire return rate was 100%. Although across the academic years overall student expectations did not differ significantly (P > 0.05) the emphasis of different components was found to vary according to academic year. ...Continue Reading

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Citations

Mar 12, 2010·Issues in Mental Health Nursing·Huibrie C Pieters, MarySue V Heilemann
Jul 21, 2011·Health Expectations : an International Journal of Public Participation in Health Care and Health Policy·Truus TeunissenTineke A Abma
Mar 8, 2007·Environmental Monitoring and Assessment·J G FerreiraJ C Marques
Jan 29, 2008·British Dental Journal·R G ChadwickK Campbell
Sep 3, 2011·Bundesgesundheitsblatt, Gesundheitsforschung, Gesundheitsschutz·D Heidemann, W Harzer
Nov 13, 2019·Journal of Dental Education·Y Natalie JeongNadeem Karimbux
Mar 17, 2020·Journal of Dental Education·Y Natalie JeongNadeem Karimbux

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