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: (a) satisfaction related to case management versus employment and (b) 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.
ASJC Scopus subject areas
- Applied Psychology
- Public Health, Environmental and Occupational Health