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A multidimensional approach to the structure of consumer satisfaction with vocational rehabilitation services.

by John F. Kosciulek.

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The purpose of this investigation was to examine the dimensions underlying consumer satisfaction with vocational rehabilitation services. Participants were 223 consumers who received services from a state rehabilitation agency in a Midwestern state. Data were gathered via mail survey through participant completion of a self-report questionnaire. A two-dimensional configuration of 14 consumer satisfaction stimuli yielded the following dimensions:

  1. satisfaction related to case management versus employment
  2. satisfaction related to consumer choice versus customer service.

Findings suggest that consumers view satisfaction as a multidimensional construct. Implications for the measurement of consumer satisfaction and use of consumer satisfaction data in vocational rehabilitation program evaluations are discussed.

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