Abstract
Customer satisfaction is an important construct to measure within One-Stop Centers. Workforce Investment Boards have used mystery shoppers and various ad hoc measures of customer satisfaction to evaluate and monitor services and accessibility issues within the One-Stops for persons with disabilities. This paper describes an empirically derived, multidimensional customer satisfaction scale that can be used by persons with or without disabilities. Items were administered to a sample of 200 One-Stop customers, many of whom had numerous visits to the One-Stop setting over a 6-month period. A principle component factor analysis resulted in the development of a brief scale containing 24-items and four factors. Chronbach alpha reliability estimates are good. Concurrent validity studies are reported. Differences in customer satisfaction between persons with and without disabilities are examined.
Keywords
Get full access to this article
View all access options for this article.