Artifact in client satisfaction assessment

Evaluation and Program PlanningPublished 1 January 1981

Maurice LeVois, Tuan D. Nguyen, C. Clifford Attkisson

DOI10.1016/0149-7189(81)90004-5

Source URL

Citations168

SJR quartileQ2

SJR score0.55

SNIP0.89

TL;DR

A standard client satisfaction questionnaire was modified to yield parallel forms and was administered orally and in writing to 92 clients in two mental health day treatment programs and Satisfaction ratings obtained were quite similar to out-patient ratings obtained in previous studies conducted in this setting and using the same measures.

Abstract

Artifact in client satisfaction assessment is discussed and the results of a study of three factors thought to mediate client satisfaction ratings; (a) general life satisfaction, (b) mode of administration, and (c) psychological symptomatology, are reported. A standard client satisfaction questionnaire (CSQ) was modified to yield parallel forms and was administered orally and in writing to 92 clients in two mental health day treatment programs. Satisfaction ratings obtained from these clients were quite similar to out-patient ratings obtained in previous studies conducted in this setting and using the same measures. Oral administration of the CSQ produced 10% higher satisfaction ratings than written administration (p less than .05) and less missing data (p less than .01). Satisfaction ratings were also obtained using a simple graphic instrument. Graphic ratings were comparable to CSQ ratings. Satisfaction with life in general and level of psychiatric symptoms together accounted for 25% of CSQ variance. The implication of these findings for future client satisfaction research is discussed.

Keywords

PsychologyMedicineHealth Professions

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