Measures of Consumer Satisfaction in Social Welfare and Behavioral Health
A Systematic Review
Bibliographic Data
| ID | 12385166 |
|---|---|
| Authors | Mark W Fraser (0000-0001-6289-7798, University of North Carolina at Chapel Hill, corresponding author), Shiyou Wu (0000-0001-6531-5351, University of North Carolina at Chapel Hill) |
| Year | 2015 |
| Volume | 26 |
| Issue | 7 |
| Pages | 762-776 |
| Publication date | 2015-01-14 |
| Peer Reviewed | Yes |
| Open Access | Yes |
| Type | ARTICLE |
| Venue | Research on Social Work Practice (JOURNAL) |
| Journal identifiers | ISSN: 1049-7315 • E-ISSN: 1552-7581 |
| Publisher | SAGE Publishing (PUBLISHER • US) |
| DOI | 10.1177/1049731514564990 |
| OpenAlex | W2034017504 |
| Language | EN |
| Citations received | 14 |
| References cited | 83 |
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 α = .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
Business · Consumer behaviour · Consumer satisfaction · Cronbach's alpha · Patient satisfaction · Psychometrics · Reliability (semiconductor · Social Welfare · Applied Psychology · Attachment and Relationship Dynamics · Clinical Psychology · Customer Service Quality and Loyalty · Patient Satisfaction in Healthcare · Psychology · Social Psychology · Marketing
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| Unique citing works | 14 |
|---|---|
| Citations per year | 1,4 |
| Citation span | 2016 - 2026 (11) |
| Citation velocity | current |
| Highly cited | No |
| Citation types | Neutral: 14 |