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A multi-dimensional client satisfaction instrument.

B A Tanner

    Evaluation and Program Planning
    |December 12, 1981
    PubMed
    Summary
    This summary is machine-generated.

    This study developed a reliable client satisfaction measure using factor analysis. The validated tool identified key factors influencing satisfaction, showing most clients reported high satisfaction levels.

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    Area of Science:

    • Psychometrics
    • Social Sciences

    Background:

    • Client satisfaction is a critical indicator of service quality.
    • Existing measures may lack robust psychometric properties.
    • Developing a reliable and valid instrument is essential for accurate assessment.

    Purpose of the Study:

    • To develop and validate a client satisfaction measure.
    • To identify underlying factors contributing to client satisfaction.
    • To assess the reliability and generalizability of the measure.

    Main Methods:

    • Successive factor analyses were employed to identify and replicate factors.
    • Five first-order factors, each with five items, were identified.
    • A second-order factor analysis was conducted to assess the overall structure.

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    Main Results:

    • Five distinct factors, each explaining at least 11% of the variance, were consistently identified.
    • A reliable second-order factor, representing overall satisfaction, emerged.
    • The overall satisfaction factor was independent of demographic variables and response time.

    Conclusions:

    • The developed measure demonstrates strong psychometric properties for assessing client satisfaction.
    • The identified factors provide insights into key drivers of client experience.
    • The findings suggest a generally high level of client satisfaction across the studied population.