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| Titel: |
One-Stop Career Center Customer Satisfaction Questionnaire: Psychometric properties of an instrument that can be used by individuals with and without disabilities |
| Auteur: |
Gervey, Robert Gao, Ni |
| Verschenen in: |
Journal of vocational rehabilitation |
| Paginering: | Jaargang 30 (2009) nr. 1 pagina's 21-29 |
| Jaar: |
2009-05-20 |
| Inhoud: |
Customer satisfaction is an important construct to measure within One-Stop Centers. Workforce Investment Boards have used mystery shoppers and various ad hoc measures of customer satisfaction to evaluate and monitor services and accessibility issues within the One-Stops for persons with disabilities. This paper describes an empirically derived, multidimensional customer satisfaction scale that can be used by persons with or without disabilities. Items were administered to a sample of 200 One-Stop customers, many of whom had numerous visits to the One-Stop setting over a 6-month period. A principle component factor analysis resulted in the development of a brief scale containing 24-items and four factors. Chronbach alpha reliability estimates are good. Concurrent validity studies are reported. Differences in customer satisfaction between persons with and without disabilities are examined. |
| Uitgever: |
IOS Press |
| Bronbestand: |
Elektronische Wetenschappelijke Tijdschriften |
Details van artikel 3 van 6 gevonden artikelen
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