ERIC Number: ED471344
Record Type: RIE
Publication Date: 2002-Nov
Staff Satisfaction with Administration as a Measure of Consumer Satisfaction.
Tanguma, Jesus; Luster, Jane Nell
The school district in this study, "Special School District" (SSD), is under the administration of the Louisiana State Department of education and thus classified as a Louisiana state agency required to conform to the mandate that state agencies have performance indicators, including one for customer satisfaction. For the SSD, customer satisfaction was defined as the satisfaction of the school site staff with the administration. A 42-item survey was developed to assess this satisfaction. Items were drawn from a review of staff satisfaction surveys, and all items were written in the positive direction using a Likert-type scale so that the greater the satisfaction with the administration, the higher the rating. The survey was reviewed at one site and by one central/district administrator to delete redundant items and make adjustments in wording. Data from 157 teacher respondents (not a complete set for each item) the first year were subjected to factor analysis. Six factors accounting for 67.39% of the total variance emerged, but the literature and item review supported three of these factors, which accounted for 66.14% of the variance. Psychometric findings provide support for the construct validity and internal consistency of the scores derived from the survey. (Contains 2 tables and 14 references.) (SLD)
Publication Type: Reports - Research; Speeches/Meeting Papers
Education Level: N/A
Authoring Institution: N/A
Note: Paper presented at the Annual Meeting of the Mid-South Educational Research Association (Chattanooga, TN, November 6-8, 2002).