Burrage Joe, Vance David
Indiana University School of Nursing, Indianapolis, IN, USA.
J Assoc Nurses AIDS Care. 2008 May-Jun;19(3):228-34. doi: 10.1016/j.jana.2008.03.001.
The purpose of this article is to show how AIDS Service Organizations (ASOs) can develop their own instruments to assess client satisfaction by using support from academic partners. The Client Satisfaction Questionnaire (CSQ) is an example of this process. The initial 12-item CSQ was piloted using a sample of 46 HIV-infected men and women, resulting in a revised 8-item CSQ that was assessed by using a sample of 121 HIV-infected men and women. The initial CSQ (12-item) yielded three factors, volunteer's skill/access, volunteer's attitude, and volunteer's caring, accounting for 74.6% of the explained variance (Cronbach's alpha = 0.84). The revised CSQ (8-item) resulted in one factor accounting for 67% of the explained variance (Cronbach's alpha = 0.92). Findings indicated acceptable reliability and validity of the CSQ to assess client satisfaction as an outcome of ASO client-agency interaction. Guidelines for instrument development by ASOs are proposed. Strategies to collaborate with the academic community to facilitate instrument development are discussed.
本文旨在展示艾滋病服务组织（ASO）如何借助学术伙伴的支持，开发自身的工具来评估客户满意度。客户满意度调查问卷（CSQ）就是这一过程的一个实例。最初的12项CSQ在46名感染HIV的男性和女性样本中进行了试点，最终形成了一份修订后的8项CSQ，并在121名感染HIV的男性和女性样本中进行了评估。最初的CSQ（12项）产生了三个因素，即志愿者的技能/可及性、志愿者的态度和志愿者的关怀，解释变异量占74.6%（克朗巴哈系数α = 0.84）。修订后的CSQ（8项）产生了一个因素，解释变异量占67%（克朗巴哈系数α = 0.92）。研究结果表明，CSQ在评估客户满意度方面具有可接受的信度和效度，客户满意度是ASO客户与机构互动的结果。文中提出了ASO开发工具的指导方针。讨论了与学术界合作以促进工具开发的策略。
