One-Stop Career Center Customer Satisfaction Questionnaire:
Psychometric properties of an instrument that can be used by individuals with
and without disabilities
Affiliations: University of Wisconsin-Madison, Madison, WI, USA | University of Medicine and Dentistry in New Jersey, Newark, NJ, USA
Note: [] Address for correspondence: Robert Gervey, Ph.D, 432 N. Murray
Street, Room 424, Madison, WI 53706, USA. E-mail: [email protected]
Abstract: Customer satisfaction is an important construct to measure within
One-Stop Centers. Workforce Investment Boards have used mystery shoppers and
various ad hoc measures of customer satisfaction to evaluate and monitor
services and accessibility issues within the One-Stops for persons with
disabilities. This paper describes an empirically derived, multidimensional
customer satisfaction scale that can be used by persons with or without
disabilities. Items were administered to a sample of 200 One-Stop customers,
many of whom had numerous visits to the One-Stop setting over a 6-month period.
A principle component factor analysis resulted in the development of a brief
scale containing 24-items and four factors. Chronbach alpha reliability
estimates are good. Concurrent validity studies are reported. Differences in
customer satisfaction between persons with and without disabilities are
examined.
Keywords: Customer satisfaction, one-stop center, exploratory factor analysis, persons with psychiatric disabilities
