首页> 外文期刊>Journal of vocational rehabilitation >One-Stop Career Center Customer Satisfaction Questionnaire: Psychometric properties of an instrument that can be used by individuals with and without disabilities
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One-Stop Career Center Customer Satisfaction Questionnaire: Psychometric properties of an instrument that can be used by individuals with and without disabilities

机译:一站式职业中心客户满意度调查表:残障人士和无残障人士均可使用的器械的心理计量特性

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摘要

Customer satisfaction is an important construct to measure within One-Stop Centers. Workforce Investment Boards have used mystery shoppers and various ad hoc measures of customer satisfaction to evaluate and monitor services and accessibility issues within the One-Stops for persons with disabilities. This paper describes an empirically derived, multidimensional customer satisfaction scale that can be used by persons with or without disabilities. Items were administered to a sample of 200 One-Stop customers, many of whom had numerous visits to the One-Stop setting over a 6-month period. A principle component factor analysis resulted in the development of a brief scale containing 24-items and four factors. Chronbach alpha reliability estimates are good. Concurrent validity studies are reported. Differences in customer satisfaction between persons with and without disabilities are examined.
机译:客户满意度是衡量一站式中心的重要指标。劳动力投资委员会使用神秘的购物者和各种特殊的客户满意度测评方法来评估和监控残疾人一站式服务和无障碍问题。本文介绍了根据经验得出的多维客户满意度量表,可以供残障人士使用或不使用残障人士使用。对200个一站式客户进行了抽样管理,其中许多人在6个月内多次访问了“一站式”环境。主成分因子分析导致了一个简短的量表的开发,该量表包含24个项目和四个因素。 Chronbach alpha可靠性估计很好。并发有效性研究报告。研究了残疾人与残疾人之间在客户满意度方面的差异。

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