One-Stop Career Center Customer Satisfaction Questionnaire: Psychometric properties of an instrument that can be used by individuals with and without disabilities

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.