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ERIC Number: EJ1115186
Record Type: Journal
Publication Date: 2016-Nov
Pages: 15
Abstractor: As Provided
ISSN: ISSN-1049-7315
Measures of Consumer Satisfaction in Social Welfare and Behavioral Health: A Systematic Review
Fraser, Mark W.; Wu, Shiyou
Research on Social Work Practice, v26 n7 p762-776 Nov 2016
This article reviews the origins, conceptual bases, psychometric properties, and limitations of consumer satisfaction measures in social welfare and behavioral health. Based on a systematic review of research reports published between 2003 and 2013, we identify 58 consumer satisfaction measures. On average, these measures have acceptable reliability (mean Cronbach's a = 0.85). However, the research on the concurrent and predictive validity of consumer satisfaction is inconclusive. We identify the following three core aspects of consumer satisfaction: (a) satisfaction with alternative elements of service, (b) promotion or recommendation of a program based on a recent service experience, and (c) subjective appraisal of change or problem resolution related to participation in a service. Attrition bias, reactivity, and confounding of ratings with the image of service providers complicate and condition the interpretation of consumer satisfaction as an outcome measure.
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Publication Type: Journal Articles; Reports - Research; Information Analyses
Education Level: N/A
Audience: N/A
Language: English
Sponsor: N/A
Authoring Institution: N/A
Grant or Contract Numbers: N/A