Abstract
Objective: The purpose of this study was to assess the need for incorporating perceived importance of service elements into client satisfaction measures. Method: A secondary analysis of client satisfaction data from 112 clients of an elderly case management setting was conducted. Results: This study found that the relationship between global client satisfaction and the composite of satisfaction with service elements differed significantly, depending on perceived importance of service elements. Conclusions: These results call into question the practice of simply adding or averaging scores from satisfaction items to produce global satisfaction scores without considering perceived importance of the service elements.
Highlights
The purpose of this study was to assess the need for incorporating perceived importance of service elements into client satisfaction measures
By exploring the relationship between global/overall satisfaction, element-specific satisfaction and importance based on data obtained in an elderly case management service setting, this article empirically assessed the effect of importance weighting in the client satisfaction context
The purpose of this study was to empirically investigate the following research question: Should perceived importance of service elements be incorporated into client satisfaction measures? this study examined whether or not the relationship between global/overall client satisfaction and the composite of element-specific satisfaction varied
Summary
The purpose of this study was to assess the need for incorporating perceived importance of service elements into client satisfaction measures. Method: A secondary analysis of client satisfaction data from 112 clients of an elderly case management setting was conducted. Results: This study found that the relationship between global client satisfaction and the composite of satisfaction with service elements differed significantly, depending on perceived importance of service elements. Conclusions: These results call into question the practice of adding or averaging scores from satisfaction items to produce global satisfaction scores without considering perceived importance of the service elements. Perceived Importance 3 INCORPORATING PERCEIVED IMPORTANCE OF SERVICE ELEMENTS INTO CLIENT
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