Validity and reliability of the parent satisfaction questionnaire

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Abstract

The development of a postal consumer satisfaction questionnaire for a child and adolescent psychology service is reported. A preliminary analysis of content, construct and concurrent validity suggests that the questionnaire has an acceptable degree of validity. Factor analysis identified five factors with three being identifiable as relating to the outcome of contact, appointments and the timing of contact. The remaining two factors were minor dyads which were difficult to interpret. The reliability and utility of the questionnaire is good, proving a useful way of identifying service shortfalls and directing service change. The need to methodologically evaluate consumer satisfaction questionnaires is stressed and their routine use in monitoring and assuring service quality highlighted.

Original languageEnglish
Pages (from-to)311-318
Number of pages8
JournalBritish Journal of Clinical Psychology
Volume35
Issue number2
DOIs
Publication statusPublished - May 1996

ASJC Scopus subject areas

  • Clinical Psychology

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