Printer-Friendly Version       Email This Article

A multidimensional approach to the structure of consumer satisfaction with vocational rehabilitation services.

by John F. Kosciulek.

Available formats:    View the PDF Document

The purpose of this investigation was to examine the dimensions underlying consumer satisfaction with vocational rehabilitation services. Participants were 223 consumers who received services from a state rehabilitation agency in a Midwestern state. Data were gathered via mail survey through participant completion of a self-report questionnaire. A two-dimensional configuration of 14 consumer satisfaction stimuli yielded the following dimensions:

1. satisfaction related to case management versus employment
2. satisfaction related to consumer choice versus customer service.

Findings suggest that consumers view satisfaction as a multidimensional construct. Implications for the measurement of consumer satisfaction and use of consumer satisfaction data in vocational rehabilitation program evaluations are discussed.

 

---

Have a Question or Comment About This Article?

Your email address (required if you would like a reply):

Your comment:

In the text field beneath the following image, please type the characters you see in the image. This is to prevent automated scripts from submitting this form. The text is not case-sensitive.

Image text:

 

Back to top | Subscribe | Search | Spanish

Virginia Commonwealth University | Worksupport.com
VCU Rehabilitation Research and Training Center
1314 West Main Street | P.O. Box 842011 | Richmond, Virginia 23284-2011
Phone: (804) 828-1851 | TTY: (804) 828-2494 | Fax: (804) 828-2193
Contact us | About this site | Last updated: 02/08/2012