Academic journal article Research Quarterly for Exercise and Sport

Client Satisfaction with Training Programs and Technical Assistance Provided by a State-Level Coordinated School Health Initiative: A Client Satisfaction Survey Approach

Academic journal article Research Quarterly for Exercise and Sport

Client Satisfaction with Training Programs and Technical Assistance Provided by a State-Level Coordinated School Health Initiative: A Client Satisfaction Survey Approach

Article excerpt

Robert M. Weiler and R. Morgan Pigg, Jr., University of Florida

Organizations, particularly in business and medical care, often use client satisfaction surveys to assess the perceived quality of programs, services, and employee performance. Such assessments prove beneficial for evaluation and planning purposes. This study examined the satisfaction of clients using the programs, services, and technical assistance provided through the Coordinated School Health Program Office (CSPHO) in the Florida Department of Education. The CSHPO staff identified 612 individuals who had attended training sessions or sought technical assistance from CSHPO the past 3 years. Refinement of the list produced 587 valid and discreet client addresses. Data were collected during summer 1999, from 299 of the 587 (51%), using a 42-item questionnaire. Scale items were developed from a review of client satisfaction literature in business, medicine, and education. Face validity was assessed by students in a graduate course on measurement and evaluation, then the draft was piloted with individuals in he alth education, business education, communications technology, and library science. The refined instrument included five parts. Part A requested professional demographic information such as area of responsibility and work setting. Part B asked clients to indicate which of 22 categories of training programs they had attended and to rate those programs on eight criteria. …

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