Abstract
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.
Original language | English (US) |
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Pages (from-to) | 92-97 |
Number of pages | 6 |
Journal | Rehabilitation Counseling Bulletin |
Volume | 46 |
Issue number | 2 |
DOIs | |
State | Published - 2003 |
Externally published | Yes |
ASJC Scopus subject areas
- Rehabilitation
- Applied Psychology
- Public Health, Environmental and Occupational Health