Correlates of a University Counseling Center’s Perceived Service Promptness

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.