Measure Client Satisfaction Research Articles

Feasibility of a Virtual Adaptation of a Yoga Intervention for Veterans with Chronic Pain and Posttraumatic Stress Disorder.

Purpose/Objective: This study assessed the feasibility and acceptability of a yoga intervention for veterans with comorbid posttraumatic stress disorder (PTSD) and chronic pain (CP) that was adapted for virtual implementation. Research Method/Design: This pilot feasibility study at a large, mid-Atlantic Veteran's Affairs (VA) Medical Center with veterans with both PTSD and CP examined the adaptation of an eight-session virtual yoga group intervention. Participants (n = 18, 11 completers) were primarily male (82.4%), African American (76.5%), with no prior yoga experience (70.6%). A measure of client satisfaction was administered at completion and attendance rates were examined. Self-reported symptom measures were also assessed. Results: There were no instances of injuries or other adverse effects related to the study. This study yielded a 39% attrition rate, consistent with in-person yoga interventions. Mean number of sessions attended was 5.53 (SD = 1.73). Participants rated overall satisfaction as high (M = 28.09; SD = 3.96; potential range 8-32). Conclusions/Implications: This study provides initial data on the acceptability of a virtual yoga intervention for veterans with comorbid PTSD and CP, with attrition and satisfaction rates in line with prior in-person iterations. Implications of virtual adaption and considerations for future efforts will be discussed. This study was not preregistered but has been registered subsequently on ClinicalTrials.gov [CTR #: NCT06123065].

Factors Measuring Client Satisfaction on Stock Broker Services in Pokhara Valley

Customer satisfaction is very important for the success of the business. This study measured the client satisfaction with broker services in Pokhara valley. Convenience sampling technique is used for selection of sample and 385 respondents who were trading stock in secondary market were taken as sample. Different twelve items were used to measure the clients’ satisfaction. Means score, Exploratory Factor Analysis (EFA), and Confirmatory Factor Analysis (CFA) were used for data analysis. The study found majority of the clients are satisfied with the stock brokers’ services in Pokhara valley. Further, responsiveness and trustworthiness were found as the major factors related to clients' satisfaction with stockbroker services. This study concluded that stockbrokers should be more responsive to the clients and their services should be trustworthy to increase the client's satisfaction.

Development of constructs to measure client satisfaction with pharmacy services in resource-limited settings. A multicenter cross-sectional study.

BackgroundSatisfaction with pharmacy services has many implications, including the degree of interaction with health care providers, the type and quality of service provided, and the extent to which needs and desires are met. This study aimed to identify the dimensions of pharmacy services and quantify client satisfaction with them.MethodsA quantitative cross-sectional study was employed to guide this study. Data were entered into Epi Data, exported to SPSS 26.0, and analyzed using exploratory factor analysis to identify the underlying dimensions of pharmacy service. The study was conducted between 14th August 2020 and 28th December 2020. For standardization and comparison purposes, items loaded onto each dimension were computed and rescaled, and descriptive statistics were used to summarize the results. Stepwise linear regression was performed to quantify the contribution of each dimension to overall satisfaction and to identify determinant variables for overall satisfaction. A 95% CI, and a P-value of < 0.05 were used for the declaration of statistical significance.ResultsThe mean overall satisfaction with pharmacy service was found to be (21.62±6.74)/30. There were eight dimensions of pharmacy service identified, and poor customer satisfaction was recorded for the premises and supply dimensions, with mean satisfaction of (12.08±8.49)/30 and (13.66±10.06)/30, respectively. The highest mean satisfaction was recorded with waiting time (24.24±6.54). Of the emergent dimensions, only four (supply, compassion and care, privacy, and premises) were predictors of overall satisfaction (P<0.05). The supply component was the strongest predictor of overall satisfaction, accounting for 20% of the variance in overall satisfaction. The number of prescribed and dispensed pharmaceuticals, marital status, and gender of participants also predicted overall satisfaction (P<0.05).ConclusionThe survey uncovered eight underlying aspects of pharmacy services that influence client satisfaction. A significant gap was recorded with premises and supply chain-related components. These dimensions’ contributions to total satisfaction were substantial in terms of practical relevance. As a result, improving the availability of pharmaceuticals and the infrastructure surrounding pharmacy services may enhance consumer satisfaction considerably. Stakeholders must work on addressing supply related and premises difficulties to increase client satisfaction.

Measuring Client Satisfaction With Digital Services: Validity and Reliability of a Short-Form Digital Tool

Background Because of the COVID-19 pandemic’s preventive measures, mental health care services were forced to reorganize and develop remote telehealth services. This led to newer modes of receiving treatment, both internet-based and video-based therapies, to meet patients’ need for help, while at the same time keeping the COVID-19 pandemic under control. This shift calls for an evaluation of the patient experience during times of increased use of novel approaches of receiving treatment. Brief evaluation forms are ideal for this purpose. Objective As there are no validated brief measurement tools to evaluate patient-reported experiences in Norwegian mental health settings, we aimed to explore the internal consistency and factor validity of the 4-item self-administrated Client Satisfaction Questionnaire (CSQ-4). Methods We examined the internal consistency and factor structure of a brief digitally administrated patient satisfaction measure in a sample of 145 outpatients in Norwegian mental health settings during the COVID-19 pandemic. Results The internal consistency of a digital Norwegian CSQ-4 was high, with a Cronbach α of .92. A clear unidimensional structure (eigenvalue=3.22), which explained 80.4% of the variance, emerged from our data. A Mann-Whitney U test found a nonsignificant difference in satisfaction between genders (U=2546.5; P=.17). A Spearman rank correlation between satisfaction and age in our data was not statistically significant (r144=.110, P=.19). Conclusions A measurement tool such as the CSQ-4 would be a valuable resource to improve the development and application of digital mental health services. Our results may support the use of the Norwegian CSQ-4 as a valid and reliable measure of satisfaction with mental health care services. In addition, as the CSQ-4 is a short-form and generic tool, it can be implemented in a wide range of routine evaluations of patient-reported satisfaction with telehealth services.

Acceptability, Feasibility, and Preliminary Effectiveness of Group Cognitive Processing Therapy with Female Adolescent Survivors of Commercial Sexual Exploitation in Cambodia.

Research supports the efficacy of cognitive processing therapy (CPT) for reducing Posttraumatic Stress Disorder (PTSD) and comorbid conditions among survivors of sexual assault and other traumas. To date, there are no known studies using CPT with adolescents exposed to commercial sexual exploitation (CSE). The pilot study implemented a modified version of group CPT to determine the preliminary acceptability and feasibility of this intervention with adolescents who experienced CSE. Thirteen participants living in a residential treatment facility in Cambodia received 10 sessions of modified group CPT. Participants were adolescents ranging in age from 14 to 19. Measures of PTSD, depression symptom severity, and suicidal and non-suicidal ideation and behaviors were obtained at baseline, during the intervention, and 1-week and 3months posttreatment. Group attendance rates and client satisfaction measures of the intervention were obtained. Client satisfaction with the group intervention was high (mean = 27, SD 2.61) and group attendance was good. There was a significant decline in PTSD symptom severity F(7,24) = 2.60, p = .037 and a significant decline in depression symptom severity over time F(7,12) = 9.67, p < .001. There were no occurrences of suicidal or non-suicidal behavior during the study or at follow-up with one participant reporting suicidal ideation after treatment began. The modified CPT intervention appeared to be feasible and received a high acceptability rating.

The interaction of healthcare service quality and community-based health insurance in Ethiopia.

Community-based health insurance (CBHI) as a demand-side intervention is presumed to drive improvements in health services quality, and the quality of health services is an important supple-side factor in motivating CBHI enrollment and retention. There is, however, limited evidence on this interaction. This study examined the interaction between quality of health services and CBHI enrollment and renewal. A mixed-method comparative study was conducted in four agrarian regions of Ethiopia. The study followed the Donabedian model to compare quality of health services in health centers located in woredas/districts that implemented CBHI with those that did not. Data was collected through facility assessments, client-exit interviews, and key informant interviews. In addition to manual thematic analysis of qualitative data, quantitative descriptive and inferential analyses were done using SPSS vs 25. The process related (composite index including provider-client interpersonal communication) and outcome related (client satisfaction) measures of service quality in CBHI woreda/districts differed significantly from non-CBHI woredas/districts, but there were no significant differences in overall measures of structural quality between the two. The study found better diagnostic test capacity, availability of tracer drugs, provider interpersonal communication, and service quality standards in CBHI woredas. A higher proportion of clients at CBHI health centers gave high ratings of overall satisfaction with services. Individual and household factors including family size, age, household health care-related expenditures, and educational status, played a more significant role in CBHI enrollment and renewal decisions than health service quality. Key-informants reported in interviews that participation in the scheme increased accountability of health facilities in CBHI woredas/districts, because they promised to provide quality services using the CBHI premium collected at the beginning of the year from all enrolled households. This study indicates a need for follow-up research to understand the nuanced linkages between quality of care and CBHI enrollment.

Bridging the gap: A new integrated early intervention service for young people with complex mental health issues.

Two integrated headspace Early Intervention Teams (hEITs) were established in 2017 to bridge gaps between headspace, the national primary care youth mental health programme in Australia, and the state funded secondary and tertiary mental health services. This study aims to describe functioning and outcomes of patients referred to hEIT over a 6-month period. A retrospective file audit was conducted for all patients accepted into the service over a 6-month period in 2018. Measures of distress, functioning and client satisfaction were collected and analysed. Exemplar vignettes were created to construct hypothetical examples and illustrate research findings. At admission, the three most common presentations were depression/anxiety, trauma and stress related, and psychotic disorders. During their time in the service, young people displayed a statistically significant improvement in functioning, reduction in self-harm in those 18 years and under, and a trend to reduction in distress scores. hEIT delivered a broad range of services covering social, occupational, educational, medical and mental health care, and the service was experienced positively by the patient cohort. hEIT appears to meet the needs of young people requiring greater care than primary care services can deliver. The integrated, wrap-around care coordination facilitates treatments across social, educational and health domains. Further exploration of young people who disengage from care, improved outcome data reporting and economic evaluation are indicated.

Feasibility and pilot efficacy of cognitive remediation for people in residential substance use treatment.

There are high rates of cognitive impairment among people seeking treatment for problematic substance use, which is rarely addressed in treatment programs. The aim of this pilot study was to evaluate the feasibility and outcomes of the neuropsychological and educational approach to cognitive remediation (NEAR) in a residential substance treatment setting. A non-randomised trial conducted between November 2018 and November 2019, compared outcomes for 34 residents who received cognitive remediation (CR) plus treatment as usual (TAU) to 31 residents who received TAU only. Number of groups and attendance, and a measure of client satisfaction assessed feasibility. Cognitive function was assessed at baseline (service admission), and at 2 and 6 months post-admission. A total of 95 CR groups were delivered over a 36-week time period with a high degree of treatment fidelity and acceptability to participants. Cognitive outcomes improved across both the CR+TAU and TAU groups by 2 months, which was maintained at 6 months for outcomes related to executive functioning. There were no significant differences between the CR+TAU and TAU groups at 2 or 6 months, although a large effect size and confidence intervals indicated a potentially larger change in cognitive flexibility after receiving CR. This study contributes to our understanding of the implementation of CR in the alcohol and other drug rehabilitation setting. It is feasible to incorporate the NEAR program in treatment. The small sample size and lower than expected treatment dose likely contributed to the lack of significant findings.

Relationship between perceived service quality and client satisfaction indicators of engineering consultancy services in building projects

Purpose Service quality is a major determinant of business performance. Empirical evidence from the literature indicates that, to attain a high level of customer satisfaction, a high standard of service quality should be provided by the service provider. This study aims to examine the relationship between the perceived service quality and the indicators of client satisfaction with particular reference to engineering consultancy services in building projects. Design/methodology/approach A survey research approach was adopted using a semi-structured questionnaire as an instrument of data collection. The questionnaire survey formed the basis for the descriptive and inferential (Pearson correlation and multiple regression) statistics that were used to evaluate the relationship between engineering consultants’ service quality and clients’ satisfaction indicators. Findings The study identified 10 key technical indicators and 10 key managerial indicators for measuring client satisfaction. Statistical analysis shows a positive significant relationship between the perceived service quality and all the indicators of client satisfaction. The positive correlation values show that as perceived service quality increases, both technical and management indicators of client satisfaction equally increase. Originality/value The results offer opportunity for professional service providers to continuously develop the technical and management indicators, embrace personnel training and key into continuous professional development for better service quality.

A Substance Use Treatment Programme for Mentally Ill Forensic Patients in an Australian Setting: A Pilot Study of Feasibility, Acceptability and Preliminary Efficacy

This study aims to evaluate the feasibility, acceptability and preliminary efficacy of an Australian-adapted Substance Use Treatment Programme (SUTP) among mentally ill offenders in an Australian secure forensic setting. A single-group non-controlled pilot trial was conducted. Four SUTP treatment groups were run simultaneously (n = 39) with sessions held weekly over 12 weeks. Feasibility was assessed by examining attrition, study retention and motivation for treatment, and measures of therapeutic alliance, client satisfaction and qualitative interviews were used to determine acceptability. Preliminary efficacy was assessed using self-report questionnaires implemented at baseline and post-intervention measuring drug related locus of control, confidence to resist substances in the future and beliefs about substance use. Low attrition, high levels of satisfaction and moderately positive levels of therapeutic alliance were found. Participants also demonstrated a significant shift towards an internal drug related locus of control upon completion of SUTP. SUTP is a promising intervention for mentally ill offenders with a history of substance use in Australian forensic services. A randomised controlled trial is warranted to rigorously evaluate the efficacy of SUTP in this setting.

The Complex Relationship Between Veterinarian Mental Health and Client Satisfaction.

A relatively high risk of poor mental health has been described among Canadian veterinarians, but no published studies have explored the impact that veterinarian mental health may have on veterinary clients and patients. In order to investigate the association between veterinarian mental health and veterinary client satisfaction, veterinarians were randomly sampled and recruited throughout southwestern Ontario, Canada, from November, 2017, through January, 2019. Sixty participating veterinarians completed an enrollment survey that included psychometric scales measuring resilience, perceived stress, anxiety, depression, emotional distress, emotional exhaustion, depersonalization, personal accomplishment, burnout, secondary traumatic stress, and compassion satisfaction. Nine hundred and ninety-five companion animal clients of these veterinarians were recruited in-clinic over 2–3 days and completed a post-appointment survey including the Client Satisfaction Questionnaire. The associations between clients' satisfaction scores (as the outcome variable) and each of the veterinarians' mental health measures (as the explanatory variables) were assessed using separate, multilevel, multivariable linear regression models. The associations between client satisfaction and veterinarian mental health measures were non-linear and complex; in several of the models, relatively higher client satisfaction was unexpectedly associated with poor veterinarian mental health states, while lower client satisfaction was associated with mental health scores suggesting wellness. Given that client satisfaction may impact client adherence to medical recommendations, client loyalty, and business income, the association with veterinarian mental health may have broad implications and warrants further investigation.

Measuring Client Satisfaction Level From Migration Manual Reconciliations system to Automatic Reconciliations system In Bank Danamon Indonesia Using Kano Model

In banking industry, reconciliation software can help you rise to a range of regulatory, business and operational challenges. In this new, challenging operational environment, an automated reconciliation strategy has proved to be a mandatory system to help reduce costs and risk, to achieve compliance and improve transparency, efficiency and scalability. But migrating system is a big project, And like other big projects, sometimes the result are not satisfactory, to measure client satisfaction on this project, we use Kano Model to measure it, a theory of customer satisfaction and product development developed by Professor Noriako Kano in 1980.

Does Using Accounting Data in Performance Evaluations Spoil Team Creativity? The Role of Leadership Behavior

ABSTRACTOrganizations frequently use teams for creative problem-solving. Evaluating the performance of creative teams based on customer-related accounting data, such as client satisfaction measures, revenues, or profits, clarifies which kind of creativity is expected from the team and potentially makes the creative process more effective. However, the use of such accounting data in performance evaluations may amplify the tensions between the artistic merit and the commercial success of creative ideas and, thus, create conflicts that undermine team creativity. We argue that it depends on the team leader's leadership style whether the negative or positive effects of using customer-related data in performance evaluations on team creativity will prevail. If the team leader shows a leadership style that helps team members internalize the values and standards underlying the employed performance measures, then negative conflict inside the team is avoided and the positive effects of using customer-related data in performance evaluations can be realized.

Determinants of client satisfaction with family planning services in public health facilities of Jigjiga town, Eastern Ethiopia

BackgroundClient satisfaction is the best indicator of quality service provision and has been found to correlate with continuity of care perceived by the client. The measurement of client satisfaction helps in understanding willingness and decisions to return for future services. Thus, this study aimed at assessing the level and factors associated with client satisfaction of FP services among family planning users.MethodsAn institutional based cross-sectional study was conducted on 492 family planning users in Public health facilities of Jigjiga town, Eastern Ethiopia from February 10 to March 10, 2017. Participants were chosen by systematic random sampling and interviewed immediately after having received family planning service using via a structured and pre-tested questionnaire. The data were entered into Epi Info 7 and then exported to SPSS 20 for analysis. All associations with client satisfaction were tested for statistical significance with alpha set at the 0.05 level.ResultThe findings of this study showed that the overall client satisfaction with FP services among FP users of public health facilities of Jigjiga town was 41.7% with 95% CI of (37 − 46.1%). Knowledge on FP [adjusted odds ratio, AOR (95% CI) = 0.037 (0.019–0.072)], demonstrate how to use the method [AOR (95% CI) = 16.1 (8.4–30.7)], describing side effect of the method [AOR (95% CI) = 2.4 (1.41–4.23)] and distance of FP user’s home to health facility [AOR (95% CI) = 0.24 (0.14–0.42)] were found to be significantly associated with the client satisfaction of FP services.ConclusionsThe overall client satisfaction with FP services was relatively low. Knowledge of FP, demonstrating how to use the method, describing the side effect of the method and distance of FP user’s home to health facilities were found to be factors that influence client satisfaction with family planning services. Thus, efforts should be made to improve on client interaction especially on the information given and knowledge of clients.

Factors affecting customer satisfaction in banks and its relation to profitability A case study on a conventional bank and an Islamic bank

Customer satisfaction is an important dimension for performance measurement for any organization. Customer satisfaction plays a key role in the banking sector as it is important for the development of a good relationship with customers which eventually affects the financial performance of banks. There has always been a challenge in identifying the criteria that should be used for customer satisfaction measurement, service quality in banks depends a lot on the employee professionalism especially for employees of customer service departments of banks. Moreover, excellent service quality is vital for business profitability and survival in banking sector. This research recommends measures that can be used to measure client satisfaction and evaluates its impact on the financial performance of banks in two types of private banks in Egypt, conventional banks and Islamic banks through studying a sample of bank clients in one of each type. This study shows customer satisfaction as a predictor of bank profitability. The purpose of this paper is to identify the main financial and non-financial aspects or factors that lead to customer satisfaction in banking services and then to determine to what extent customer satisfaction affects the banks’ profitability. Moreover, the research also investigates whether there is a difference in customer satisfaction factors in conventional banking from Islamic banking.

Evaluating the impact of Marie Stopes International\u2019s digital family planning counselling application on the uptake of long-acting and permanent methods of contraception in Vietnam and Ethiopia: a study protocol for a multi-country cluster randomised controlled trial

BackgroundMaintaining quality of care in family planning (FP) counselling in low-resource settings is challenging. Job aids can help providers give more accurate and client-specific advice but require a provider to use them effectively and consistently. Marie Stopes International (MSI) have designed the tablet-computer based Digital Counselling Application (DCA), which prompts structured, supportive, client-specific and unbiased FP counselling. We hypothesise that a systematic exploration of clients’ fertility intentions, medical eligibility and preferences will increase their uptake of long acting and permanent methods of contraception (LAPMs).Methods/designWe will conduct a two-armed, parallel, cluster randomised control trial across all MSI clinics (clusters) in Ethiopia (24) and Vietnam (11), randomising 18 clinics to the intervention group and 17 to the control group. Intervention providers will attend a two-day DCA-use training programme, and use DCA in their FP counselling sessions. Usual care providers will counsel clients as before. We aim to recruit 75 clients who have had FP counselling per clinic (2625 total), following them up via two telephone interviews, initially within 2 days and then at 4 months. The primary outcome is defined as the proportion of clients who report choosing a LAPM following FP counselling and will include switchers (FP counselling clients who switch from using any other FP method) and adopters (FP counselling clients who adopt any FP method having not previously been using one). We will also collect secondary outcomes at the initial follow-up (including the proportion of clients reporting being recommended a LAPM by a provider and a range of measures of client experience and satisfaction) and at the 4-month follow-up (including a range of measures of continuation rates for different FP method types). In the intervention arm, we will also conduct mixed-methods sampling to assess how providers use DCA (using an observational survey of provider–client interactions), and understand users’ experiences of receiving and giving DCA-based FP counselling (through in-depth interviews).DiscussionThis trial will provide novel information on the feasibility and acceptability of health worker delivered FP counselling using DCA, with robust evidence on its effectiveness at increasing the uptake of LAPMs in low-resource settings.Trial registrationISRCTN, ISRCTN11040557. Registered on 2 March 2017 (retrospectively registered).

A meta-analysis of the effect of therapist experience on outcomes for clients with internalizing disorders

Objective: This meta-analysis synthesized the literature regarding the effect of therapist experience on internalizing client outcomes to evaluate the utility of lay providers in delivering treatment and to inform therapist training. Method: The analysis included 22 studies, contributing 208 effect sizes. Study and client characteristics were coded to examine moderators. We conducted subgroup meta-analyses examining the relationship of therapist experience across a diverse set of internalizing client outcomes. Results: Results demonstrated a small, but significant relationship between therapist experience and internalizing client outcomes. There was no relationship between therapist experience and outcomes in clients with primary anxiety disorders. In samples of clients with primary depressive disorders and in samples of clients with mixed internalizing disorders, there was a significant relationship between experience and outcomes. The relationship between therapist experience and outcomes was stronger when clients were randomized to therapists, treatment was not manualized, and for measures of client satisfaction and “other” outcomes (e.g., dropout). Conclusions: It appears that therapist experience may matter for internalizing clients under certain circumstances, but this relationship is modest. Continuing methodological concerns in the literature are noted, as well as recommendations to address these concerns.

Satisfaction with family planning services in southern Ethiopia

Background: Measuring client satisfaction is becoming an integral part of health system improvement strategies across the world. Aims: To investigate determinants of client satisfaction with family planning service at Sodo Wereda public health facilities. Methods: This was a facility-based, cross-sectional quantitative study that used semi-structured questionnaires supplemented with qualitative data. Data were collected from 421 women of reproductive age (15–49 years). Multivariable regression was used to assess the association between dependent and independent variables. Findings: Overall, levels of satisfaction were 67%, which was significantly associated with information given, type of family planning methods, discussion with partner, and short waiting time. In total, 53% of women were well informed about services; 69% found the clinic opening hours convenient and 66% were satisfied with the duration of the consultation. Conclusions: The study revealed low satisfaction in Sodo district. Providing effective counselling, with adequate information to enable informed choice, involving partners, and providing a range of methods should be considered.

Análisis de la medición de calidad en los servicios hoteleros

El análisis de percepción de calidad en los consumidores de la industria hotelera es un tema que ha interesado mucho al marketing, ya que en este tipo de servicios se considera de alta relevancia el logro de la satisfacción del cliente para concretar nuevas visitas y que de igual forma se consuma otro tipo de productos turísticos; por estas razones, la realización del presente trabajo tiene por finalidad revisar algunos conceptos sobre la calidad en el servicio hotelero no solo a nivel teórico sino de estudios empíricos realizados por muchos estudiosos en el tema. Además se encuentra que existe una amplia variedad de modelos ideados para medir la satisfacción de los clientes y que aún no hay un consenso sobre las variables por analizar en el momento de medir las percepciones de un cliente quien, después de tomar el servicio puede estar satisfecho o insatisfecho.

Importance Weighting in Client Satisfaction Measures: Lessons from the Life Satisfaction Literature

This article examines the role of perceived importance of service elements, or importance weighting, in client satisfaction measures. Drawing on the debate over importance weighting in the life satisfaction literature, this article assesses the adequacy of and the need for importance weighting in client satisfaction measures. Based on a client satisfaction survey (N = 156), the current study explored (1) whether or not all service elements of homecare services were considered equally important, and (2) whether or not the relationships between overall satisfaction with homecare services and satisfaction with various service elements of homecare services varied significantly across perceived importance of service elements. Findings showed that (1) not all service elements of homecare services were considered equally important, and (2) relationships between overall satisfaction with homecare services and satisfaction with various service elements of homecare services varied significantly across perceived importance of service elements. The findings support the incorporation of perceived importance of service elements into client satisfaction measures.