The dimensions of client satisfaction with rehabilitation services

Article type: Research Article

Authors: A. James Schwab, Jr., | Diana M. DiNitto, | Willow Aureala, | JoEllen F. Simmons, | Terry W. Smith,

Affiliations: The University of Texas at Austin, School of Social Work, 1925 San Jacinto Blvd, Austin, TX 78712, USA

Abstract: Objective: This study statistically analyzed the responses of 11,959 clients to the Texas Rehabilitation Commission's 1996 Client Satisfaction telephone survey in order to assess the dimensions of client satisfaction and to identify predictors of client satisfaction. Results: Four components were found to underlie most of the survey questions: satisfaction with employment, satisfaction with services, responsiveness to the client, and client participation in the rehabilitation process. Additional analysis found that a combination of four variables was moderately successful in predicting satisfaction with services: satisfied with how long it took to provide services, responsiveness to the client, closure status, and understanding what services were available. Conclusions: In measuring client satisfaction, VR agencies should be mindful that satisfaction is a multidimensional concept. More importantly, VR staff should recognize that satisfaction with services rests more on the way clients are treated than any other variables, including whether or not their rehabilitation ends in employment.

Keywords: client satisfaction, factor analysis, multiple regression

Journal: Journal of Vocational Rehabilitation, vol. 13, no. 3, pp. 183-194, 1999