A multi-dimensional client satisfaction instrument.

Abstract

Development of a client satisfaction measure through successive factor analyses is described. Five factors, each defined by five items and accounting for at least 11% of the total variance, were identified and replicated. A single second order factor also emerged in both studies. Reliability of the second order factor, and of three of the first order factors is sufficient for most purposes. The second order factor, which is a linear combination of the first order factors, was not significantly correlated with sex, age, race, or number of attempts made before receiving a client response. The distribution of scores was highly skewed, with most respondents scoring near the upper (satisfied) end.