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

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.