ERIC Number: ED401382
Record Type: Non-Journal
Publication Date: 1995-Aug
Reference Count: N/A
Measuring Customer Satisfaction. A Central Texas JTPA Study.
Angel, P. Linda
A study was conducted to determine the baseline by which to measure expected improvements in customer satisfaction for Central Texas Job Training Partnership (JTPA) programs. The survey was designed to facilitate assessment of the current level of customer satisfaction with service delivery and influences on customer satisfaction. Data were gathered by telephone using a 5-level, 25-question Likert scale with a population of 241 adult customers served by the JTPA offices in Temple and Killeen; 181 responses were received (75 percent). Data were analyzed using combined and individual mean scores by office and case managers; Analysis of Variance (ANOVA) between offices and case managers; ranking of questions from least to most positive response by combined and individual offices; and item analysis of additional comments by subject. Results of the survey were generally positive, showing a strong level of customer satisfaction, although results varied from office to office. Recommendations made include the following: (1) use results of the survey as an administrative tool to increase levels of customer satisfaction through improved program services; (2) implement a follow-up survey in 6 months to evaluate improvements; and (3) do a correlational study comparing survey results with participant performance outcomes to determine the relationship between customer satisfaction and positive outcomes. (The survey instrument and results are included in the report.) (KC)
Descriptors: Adults, Disadvantaged, Dislocated Workers, Employment Programs, Federal Programs, Job Training, Participant Satisfaction, Postsecondary Education, Program Effectiveness, Program Evaluation, Research Utilization
Central Texas Council of Governments, Workforce Development Division, P.O. Box 729, Belton, TX 76513 ($10).
Publication Type: Reports - Research; Tests/Questionnaires
Education Level: N/A
Authoring Institution: Central Texas Council of Governments, Belton.
Identifiers - Location: Texas
Identifiers - Laws, Policies, & Programs: Job Training Partnership Act 1982