Assessing the quality of physiotherapy services using Servqual

This paper continues to test the hypothesis as to the applicability of the Servqual model to the public sector. Research was undertaken using the model to assess the quality of three different types of physiotherapy service provision in Dundee, Scotland. The findings indicate that the services were much appreciated by patients in spite of the perceptions‐minus‐expectations scores being slightly negative. Information relating to patients’ conditions could be improved and, as has been found in previous similar healthcare research, the dimensions of assurance and empathy were highlighted as important. A critique of the Servqual model pinpoints and confirms certain weaknesses that need to be addressed but the study nonetheless confirms the potential usefulness and relevance of Servqual in the public sector context to determine consumer priorities and measure service performance.