Quality Satisfaction Instrument (A Guide for Measuring Service Quality Through Consumer Satisfaction). Volume I

摘要

The Quality Satisfaction Instrument (QSI) described here was designed to help federally assisted providers of social services for the elderly in the measurement of the consumer satisfaction component of program quality. Tested and validated questionnaires for services in the areas of nutrition, transportation, outreach, health screening, information and referral, and home services are included. Unvalidated questionnaires for other areas as well as information on developing further instruments are also provided. These instruments may be used in conjunction with an instrument which measures a program's adherence to existing professional and technical standards. Used together, the instruments can provide a more extensive overview of service delivery quality. The instruments are especially useful in providing information on a continuing basis through repeated surveying. The QSI enables program administrators to measure progress in meeting service goals and the needs of consumers, to develop graphic and statistical indicators of service changes, and to gain reliable information for future planning and improvement. Each questionnaire is a simple, one - page instrument which is easy for consumers to understand, easy to administer, easy to score by persons with no statistical background, and highly reliable over time. The manual and its appendices also provide guidelines for usage or adaptation; data evaluation; sample selection; the selection, training, and supervision of interviewers; and the preparation of an interviewers' handbook.