Although state agencies are required by law to assess their consumers' satisfaction with vocational rehabilitation (VR), each state uses its own instrument to measure satisfaction. This not only makes comparisons across states impossible but also means that the quality of these instruments varies widely from state to state. As with other satisfaction research in general, there have been, and continue to be, many problems with the measurement of consumer satisfaction in VR. The purpose of this study was to create a valid, reliable, multidimensional consumer satisfaction instrument specifically for clients of VR agencies, without the documented problems associated with much of the existing satisfaction research.
Get full access to this article
View all access options for this article.
References
1.
Attkisson, C.C., Roberts, R.E., & Pascoe, G.C. (1983). The Evaluation Ranking Scale: Clarification of methodological and procedural issues. Evaluation and Program Planning, 6, 349—358.
2.
Bahia, K., Paulin, M., & Perrien, J. (2000). Reconciliating literature about client satisfaction and perceived services quality. Journal of Professional Services Marketing, 21(2), 27—41.
3.
Barsky, J.D., & Huxley, S.J. (1992). A customer-survey tool: Using the “quality sample.” The Cornell H. R. A. Quarterly, 6, 18—25.
4.
Bear, M., & Bowers, C. (1998). Using a nursing framework to measure client satisfaction at a nurse-managed clinic. Public Health Nursing, 15(1), 50—59.
5.
Capella, M.E. (2002). [Review of state agencies' consumer satisfaction surveys]. Unpublished data.
6.
Churchill, G.A., & Surprenant, C. (1982). An investigation into the determinants of customer satisfaction. Journal of Marketing Research, 19, 491—504.
7.
Cook, D.W. (1977). Guidelines for conducting client satisfaction studies. Journal of Applied Rehabilitation Counseling, 8, 107—114.
8.
Cook, D. (1990). Characteristics and concerns of American Rehabilitation Counseling Association members. Rehabilitation Counseling Bulletin, 34(2), 149—154.
9.
Coughlin, C. (1995). Possible confounds to a measure of client satisfaction . Dissertation Abstracts International, 56(3A), 0825.
10.
Council of State Administrators of Vocational Rehabilitation (CSAVR). (1998, October). Consumer satisfaction sub-committee report. CSAVR.
11.
Crocker, L., & Algina, J. (1986). Introduction to classical and modern test theory . New York: CBS College.
12.
Flanagan, J.C. (1978). A research approach to improving our quality of life. American Psychologist, 33, 138—147.
Harrison, D.K., Garnett, J.M., & Watson, A.L. (1981). Client assessment measures in rehabilitation (Michigan Studies in Rehabilitation, Utilization Series: 5). Ann Arbor: University of Michigan's Rehabilitation Research Institute.
15.
Hill, N., Brierley, J., & MacDougall, R. (1999). How to measure customer satisfaction. Hampshire, England: Gower.
16.
Janikowski, T.P., Bordieri, J.E., & Musgrave, J. (1991, Summer). Dimensions of client satisfaction with vocational evaluation services. Vocational Evaluation and Work AdjustmentBulletin, pp. 43—48.
17.
Koch, L.C. (2001). The preferences and anticipations of people referred for vocational rehabilitation. Rehabilitation Counseling Bulletin , 44(2), 76—86.
18.
Koch, L.C., & Merz, M. (1995). Assessing client satisfaction in vocational rehabilitation program evaluation: A review of instrumentation. Journal of Rehabilitation, 61(4), 24—30.
19.
Kosciulek, J.F. (2003). A multidimensional approach to the structure of consumer satisfaction with vocational rehabilitation services. Rehabilitation Counseling Bulletin, 46(2), 92—97.
20.
Kosciulek, J.F., Vessell, R., Rosenthal, D.A., Accardo, C.M., & Merz, M. (1997). Consumer satisfaction with vocational rehabilitation services. Journal of Rehabilitation, 63, 5—9.
21.
Larsen, D.L., Attkisson, C.C., Hargreaves, W.A., & Nguyen, T.D. (1979). Assessment of client/patient satisfaction: Development of a general scale. Evaluation and Program Planning, 2, 197—207.
22.
Lebow, J. (1982). Consumer satisfaction with mental health treatment . Psychological Bulletin,91, 244—259.
23.
Moriarty, J.B. (1977). Issues in the evaluation of vocational rehabilitation . Professional Psychology, 8, 641—649.
24.
Murphy, S.T., & Salomone, P.R. (1983). Client and counselor expectations of rehabilitation services. Rehabilitation Counseling Bulletin , 27(2), 81—93.
25.
Nguyen, T.D., Attkisson, C.C., & Stegner, B.L. (1983). Assessment of patient satisfaction: Development and refinement of a service evaluation questionnaire. Evaluation and Program Planning, 6, 299—314.
26.
Pascoe, G.C. (1983). Patient satisfaction in primary health care: A literature review and analysis. Evaluation and Program Planning , 6, 185—210.
27.
Pascoe, G.C., & Attkisson, C.C. (1983). The Evaluation Ranking Scale: A new methodology for assessing satisfaction. Evaluation and Program Planning, 6(3—4), 335—347.
28.
Patterson, J.B., & Leach, R. (1987). Client satisfaction in vocational rehabilitation . Journal of Rehabilitation, 53(2), 40—43.
29.
Peterson, R.A., & Wilson, W.R. (1992). Measuring customer satisfaction: Fact and artifact . Journal of Academy of Marketing Science, 20(1), 61—71.
30.
Reagles, K.W., Wright, G.N., & Thomas, K.R. (1972). Development of a scale of client satisfaction for clients receiving vocational rehabilitation counseling services. Rehabilitation Research and Practice Review, 3(2), 15—22.
31.
Richard, M.A. (2000). A discrepancy model for measuring consumer satisfaction with rehabilitation services. Journal of Rehabilitation, 66(4), 37—43.
32.
Russell, M.N. (1990). Consumer satisfaction: An investigation of contributing factors. Journal of Social Service Research, 13(4), 43—56.
33.
Sabourin, S., Laferriere, N., Sicuro, F., Coallier, J., Cournoyer, L., & Gendreau, P. (1989). Social desirability, psychological distress, and consumer satisfaction with mental health treatment. Journal of Counseling Psychology, 36, 352—356.
34.
Singh, J. (1990). A multifacet typology of patient satisfaction with a hospital stay. Journal of Health Care Marketing, 10(4), 8—21.
35.
Tiglao-Torres, A. (1990). Work motivation and productivity of government workers. Philippine Journal of Psychology, 23, 30—38.
36.
U.S. Department of Education. (1999). Annual report to the President and to the Congress Fiscal Year 1995, on federal activities related to the Rehabilitation Act of 1973, as amended. Washington, DC: Author.
37.
Ware, J.E., & Snyder, M.K. (1975). Dimensions of patient attitudes regarding doctors and medical care services. Medical Care, 13(8), 669—682.
38.
Ware, J.E., Snyder, M.K., & Wright, W.R. (1977). Some issues in the measurement of patient satisfaction with health care services. Santa Monica, CA: Rand.
39.
Ware, J.E., Snyder, M.K., Wright, W.R., & Davies, A.R. (1983). Defining and measuring patient satisfaction with medical care. Evaluation and Program Planning, 6, 247—263.
