Abstract
The overall goal of this study was to explore the usefulness of a Perceived Service Promptness (PSP) measure for University Counseling Centers (UCCs). As UCCs compete for university resources, helping a client as quickly as possible or PSP can help to support a UCC’s documented ability to meet increasing client demands. Since no prior empirical research was found measuring PSP at a UCC, a four-item measure, adapted from a more general quality of service scale, was used. From August 2014 to May 2016, one hundred and seventeen non-urgent undergraduate students seeking counseling services filled out an online survey measuring demographics, client perceptions, wait measures, PSP and recommending the university. Confirmatory factor analysis and scale reliability data psychometrically supported the PSP scale. Correlational analyses showed that both wait time and wait bother experience were each significantly negatively related to PSP. However, hierarchical regression analyses showed that wait bother experience, but not wait time, significantly explained PSP beyond prior controlled-for demographic and client perception variables. In addition, PSP positively explained recommending the university beyond demographic, client perception and wait measures. Research limitations and future research issues are discussed.
Highlights
There has been a dramatic increase in college student demand for University Counseling Center (UCC) services (Gallagher, 2014)
Does a non-urgent client perceive that the UCC wants to help him/her as quickly as possible? The overall goal of this study was to explore the usefulness of a Perceived Service Promptness (PSP) measure for UCCs
This study demonstrated that PSP can be measured using a four-item scale, adapted from the four-item responsiveness measure of SERVQUAL (Parasuraman et al, 1988)
Summary
There has been a dramatic increase in college student demand for University Counseling Center (UCC) services (Gallagher, 2014). Brunner, Wallace, Reymann, Sellers and McCabe (2014, p. 264) noted that this may be the “most stressed” generation of college students. There has been a dramatic increase in college student demand for University Counseling Center (UCC) services (Gallagher, 2014). A qualitative study showed that university professionals perceived that millennial college students depended on others for problem solving (Much, Wagener, Breitkreuetz, & Hellenbrand, 2014). Non-urgent clients may have to wait to begin counseling. Research has found that a longer wait time for non-urgent clients led to higher subsequent no-show rate for beginning counseling (DiMino & Blau, 2012). What variables affect the relationship between wait time and showing up to begin counseling for non-urgent clients is in need of further study. Does a non-urgent client perceive that the UCC wants to help him/her as quickly as possible? Does a non-urgent client perceive that the UCC wants to help him/her as quickly as possible? The overall goal of this study was to explore the usefulness of a PSP measure for UCCs
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