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

Research output: Contribution to journalArticlepeer-review

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 languageEnglish (US)
Pages (from-to)92-97
Number of pages6
JournalRehabilitation Counseling Bulletin
Volume46
Issue number2
DOIs
StatePublished - 2003
Externally publishedYes

ASJC Scopus subject areas

  • Rehabilitation
  • Applied Psychology
  • Public Health, Environmental and Occupational Health

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