Measurement Of Consumer Satisfaction Research Articles

Consumer satisfaction in adult behavior therapy: Procedures, problems, and future perspectives

Until recently there has been very little interest in assessing client satisfaction regarding the delivery of adult behavior therapeutic services. Given this preeminent finding, relevant literature is reviewed with respect to: levels of satisfaction, comparisons with other approaches, comparisons within behavior therapy, satisfaction/outcome in behavior therapy, and acceptability of behavioral treatment procedures. Methodological and research-related questions are addressed. These include psychometric considerations, comparative analyses, reported levels of satisfaction, and global satisfaction versus component evaluation. Alternative strategies for the measurement of consumer satisfaction are discussed. Among these options are the utilization of solicited/unsolicited comments, unobtrusive measures, archival records, consumer dissatisfaction information, continuous measures of satisfaction, goal attainment scaling, and survey methods.

The structure of consumers' satisfaction: Cross-product comparisons

Consumer behavior researchers have become interested in developing direct measures of consumer satisfaction. The value of any such assessment would be greatly enhanced if a single instrument or scale could be used with a variety of products. This requires that similar factors be represented in different sets of appraisals. Factors from ratings of four different products are described and compared here. The factor loading matrices are found to be very similar in both an intuitive and a statistical sense.

Long term follow-up assessment of parent training by use of multiple outcome measures

This study examined the long term maintenance of treatment effects following a standardized parent training program. Thirty-four mother-child pairs who had completed parent training 1 to 4.5 years earlier participated. Treatment consisted of teaching parents to reward compliance and appropriate behavior and to use a time out procedure for noncompliance and inappropriate behavior. Assessment of treatment effects included home observational data, parent perceptions of child adjustment, and parent consumer satisfaction measures. The results indicated that child behavior change and parent perceptions of change in child adjustment were maintained at follow-up. Some parent behavior changes were also maintained at follow-up. Parents reported a high level of satisfaction with treatment. No differences on any of the outcome measures were found among subjects participating at the different follow-up intervals. In addition, no differences were detected between mother-child pairs who participated in behavioral observations at follow-up and those who refused to participate in observations.

Marketing orientation in the nonprofit sector: The case of hospitals

Is there an increasing concern for consumers in the nonprofit sector of the economy? Does it manifest itself in the measurement of consumer satisfaction as it does in the profit sector? According to the study reported here, the answer is “yes”—at least in the case of nonprofit hospitals. A sample of administrators of large nonprofit hospitals responded to a mail survey inquiring about the extent to which they measure the satisfaction of their patients. Their responses were compared with a similar study of business executives. The findings from the study indicate that, in general, nonprofit hospitals show as much concern for the satisfaction of their consumers as business does. Since hospitals are significant and conspicuous members of the nonprofit sector of the economy, the findings confirm recent writings that suggest that a consumer orientation is developing among nonprofit organizations.

Consumer satisfaction with food products

An important problem facing public policy makers is how best to measure market performance. Economists have traditionally used criteria such as the existence of monopoly forces, entry barriers, and externalities in production and consumption. Increasingly, however, policy makers are viewing the measurement of consumer satisfaction as an important additional approach to the assessment of market performance, even though consumer attitudes may lack some of the precision and objectivity of the economist's measures. 1 Responding to the growth of the consumer movement, policy makers are assigning a relatively high priority to the development of programmes designed to protect the consumer interest. Effective consumer protection programmes depend on the availability of information which can provide a basis for comparing levels of consumer satisfaction across a range of products and services, for identifying problem areas, and for effectively allocating limited consumer protection resources. Given the number of alternative foods on the market and the central role of food consumption in everday life, effective resource allocation is of special importance to policy makers concerned with food and agriculture.

An examination of the social validity of a parent training program

This study examined the social validity of a parent training program. Subjects were 15 clinic-referred children and their mothers and 15 nonclinic mother-child pairs. Home observations were conducted pre- and posttreatment and at a 2-month follow-up for the clinic group and at comparable times for the nonclinic group. Parental questionnaires regarding child adjustment also were completed. Fifteen months after treatment, consumer satisfaction measures were collected from parents in the clinic group. Treatment involved teaching parents to use social reinforcement and time-out. Clinic children were less compliant and more deviantbefore treatment but not after treatment or at the follow-up than the nonclinic children. Clinic parents perceived their children as being less well adjusted prior to and after treatment, but not at the 2-month follow-up, than the nonclinic parents perceived their children. At the 15-month follow-up, parents indicated satisfaction with the treatment they had received.

Assessment of client/patient satisfaction: Development of a general scale

The development and shaping of a general scale to assess client/patient satisfaction is reported. The scale, the CSQ, was constructed empirically by the authors. The CSQ is a response to several problems and issues that currently cloud the measurement of consumer satisfaction in health and human service systems. These problems and issues in assessing satisfaction are described. Finally, we present practical expriences to date in using the CSQ along with general psychometric qualities of the scale and correlations of CSQ results with client characteristics, service utilization, and service outcomes.

Book Reviews

Book reviewed in this article:Anderson, Joanne Manning, For the People: A Consumer Action Handbook.Bruce‐Briggs, B., The War Against the Automobile.Ferber, Robert (ed.) Selected Aspects of Consumer Behavior: A Summary from the Perspective of Different Disciplines.Hunt, H. Keith (ed.), Conceptualization and Measurement of Consumer Satisfaction and DissatisfactionMcCall, James R., Consumer Protection: Cases, Notes and Materials.Troelstrup, Arch W. and E. Carl Hall, The Consumer in American Society

Measurement of Consumer Satisfaction: An Innovation

Measurement of Consumer Satisfaction: An Innovation

Measurement of Consumer Satisfaction: An Innovation

Measurement of Consumer Satisfaction: An Innovation

Book Review: Conceptualization and Measurement of Consumer Satisfaction and Dissatisfaction

Book Review: Conceptualization and Measurement of Consumer Satisfaction and Dissatisfaction

Conceptualization and Measurement of Consumer Satisfaction and Dissatisfaction

Conceptualization and Measurement of Consumer Satisfaction and Dissatisfaction

Measuring consumer satisfaction in a mental health center.

In this age of consumerism, the degree of patient satisfaction should be considered when evaluating mental health services, according to the authors. They attempted to measure consumer satisfaction of mental health center patients by correlating it with various demographic and therapeutic parameters such as length of treatment, age, socioeconomic status, and previous expectations. One surprising finding was that patients treated by the approach least popular with the therapists, extended intake, rated the services higher than those treated by approaches considered more acceptable.

Interagency Co-ordination in Delinquency Prevention and Control

Previous articleNext article No AccessInteragency Co-ordination in Delinquency Prevention and ControlWilliam ReidWilliam Reid Search for more articles by this author PDFPDF PLUS Add to favoritesDownload CitationTrack CitationsPermissionsReprints Share onFacebookTwitterLinkedInRedditEmail SectionsMoreDetailsFiguresReferencesCited by Social Service Review Volume 38, Number 4Dec., 1964 Article DOIhttps://doi.org/10.1086/641655 Views: 9Total views on this site Citations: 31Citations are reported from Crossref Copyright 1964 University of ChicagoPDF download Crossref reports the following articles citing this article:Pornpichet Hanghon, Idsaratt Rinthaisong Confirmatory factor analysis of collaboration model in non-formal higher education management in southern Thailand, Kasetsart Journal of Social Sciences 39, no.33 (Sep 2018): 472–477.https://doi.org/10.1016/j.kjss.2018.06.012Vibhava Srivastava, Tripti Singh Exploring Determinants of Closeness in Manufacturer–Supplier Relationships: A Study of Select Indian Manufacturing Firms, Journal of Relationship Marketing 12, no.11 (Jan 2013): 1–21.https://doi.org/10.1080/15332667.2013.763717Scott J. 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