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Assessing client satisfaction among Hispanics.

R E Roberts, C C Attkisson

    Evaluation and Program Planning
    |December 12, 1982
    PubMed
    Summary
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    The Client Satisfaction Questionnaire (CSQ-8) effectively measures general satisfaction across diverse ethnic groups, including Hispanics, in community health centers. This tool demonstrates consistent reliability and performance regardless of language or ethnicity.

    Area of Science:

    • Health Services Research
    • Psychometrics
    • Cultural Competency in Healthcare

    Background:

    • Assessing client satisfaction is crucial for evaluating healthcare services.
    • Standardized measures are needed for diverse populations in community health settings.
    • The Client Satisfaction Questionnaire (CSQ-8) is a widely used tool for general satisfaction assessment.

    Purpose of the Study:

    • To evaluate the operational consistency of the CSQ-8 across different ethnic groups.
    • To determine if the CSQ-8 is a reliable measure for diverse client populations in community health centers.
    • To assess the validity of the CSQ-8 when administered in English and Spanish.

    Main Methods:

    • Analysis of data from two studies involving community health center clients.

    Related Experiment Videos

  • Statistical evaluation of the CSQ-8's internal consistency reliability, central tendency, dispersion, item intercorrelation, and missing values.
  • Comparison of CSQ-8 performance across Anglo, Black, Mexican-descent, and other Hispanic populations.

    • Main Results:

    • The CSQ-8 demonstrated consistent performance across all analyzed ethnic groups.
    • No significant differences were observed in reliability, central tendency, dispersion, or item intercorrelation.
    • The measure performed equivalently whether administered in English or Spanish.

    Conclusions:

    • The eight-item Client Satisfaction Questionnaire (CSQ-8) is a suitable and reliable measure for assessing general satisfaction with services across diverse ethnic and linguistic groups.
    • The CSQ-8 can be confidently used in community health centers serving multicultural populations, including Hispanics.
    • The findings support the CSQ-8's utility as a standardized tool for cross-cultural health services research.