Roberts R E, Pascoe G C, Attkisson C C
Eval Program Plann. 1983;6(3-4):373-83. doi: 10.1016/0149-7189(83)90016-2.
Two procedures for gaining patients' evaluations of health services were compared: (a) the Client Satisfaction Questionnaire (CSQ-18B), a direct approach assessing the setting and services actually encountered, and (b) the Patient Satisfaction Questionnaire (PSQ), an approach that indirectly assesses satisfaction with service by inquiring about general health care attitudes. Results from 148 public health patients indicated that the PSQ produced the most acceptability problems and was tapping aspects of life satisfaction other than service satisfaction. However, the PSQ produced significantly lower reports of satisfaction. Additional comparison and interpretation of typical responses generated from the two approaches suggested, on the whole, that the CSQ-18B data provided clearer, more efficient, and more useful information for program planning and evaluation. In this study, service satisfaction measured by the CSQ-18B did not have any significant relationship to global or multidimensional (LDQ-30) measures of life satisfaction and well-being. In contrast, over a third of the variance in PSQ scores was accounted for by measures of life satisfaction. It appears that the PSQ elicits attitudes toward the more generalized health care delivery system as well as aspects of life satisfaction rather than reactions to specific services actually received.
(a) 客户满意度问卷（CSQ - 18B），这是一种直接评估实际体验的就医环境和服务的方法；(b) 患者满意度问卷（PSQ），该方法通过询问一般医疗保健态度来间接评估对服务的满意度。148名公共卫生患者的结果表明，PSQ存在最多的可接受性问题，且所涉及的是生活满意度方面而非服务满意度。然而，PSQ得出的满意度报告显著更低。对这两种方法产生的典型回答的进一步比较和解读总体表明，CSQ - 18B数据为项目规划和评估提供了更清晰、更有效且更有用的信息。在本研究中，通过CSQ - 18B测量的服务满意度与生活满意度和幸福感的整体或多维度（LDQ - 30）测量结果没有任何显著关系。相比之下，PSQ得分中超过三分之一的方差可由生活满意度测量结果解释。看来，PSQ引发的是对更广义的医疗保健提供系统的态度以及生活满意度方面的态度，而非对实际接受的特定服务的反应。
