Abstract
ABSTRACT In this study we developed an instrument to measure client satisfaction with crisis services-the Client Crisis Satisfaction Index (CCSI). The index is designed to capture the unique aspects of service delivery to survivors of natural disasters. The reliability and factor structure of the index were tested on a sample of 90 survivors of the Great Flood of 1993. Seven domains were tested: Appropriateness of services, availability of services, clarity of services, timing of services, dignified treatment, impact of services and skillfulness of worker. The analyses produced a five factor structure that was conceptually similar to the original seven domains. The index has excellent reliability and the factors appear uni-dimensional. The CCSI captures the importance aspects of service provision and the unique needs of disaster survivors. It is recommended as an overall measure of client satisfaction with crisis services.
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