The evaluation ranking scale: a new methodology for assessing satisfaction

Most patient satisfaction scales produce high, undifferentiated levels of reported satisfaction that fail to detect program areas that consumers do not like. Methodological problems apparently contribute to these results. An alternative procedure, the Evaluation Ranking Scale (ERS), was formulated and tested. A 2 X 3 design was employed with 246 public health center patients randomly assigned to one of two measurement techniques (ERS vs. a global measure) and one of three informational sets. A secondary group of subjects was a convenience sample of 26 staff members, which allowed comparisons of staff evaluations of the health center to patients' evaluations of the health center. Compared to the global measure, the ERS provided more specific information about particular program components, was more discriminating, and resulted in mean satisfaction scores that were significantly lower. This new approach may be a more effective technique for assessing the psychosocial effectiveness of human service programs.     

Comparison of indirect and direct approaches to measuring patient satisfaction

One indirect (PSQ) and two direct (CSQ-18B and ERS) measures of patient satisfaction were compared across a series of psychometric, acceptability, and concurrent validity criteria. None of the three measures was significantly related to health status or demographic characteristics. Each measure performed as expected from prior research on their psychometric properties. The scales contrasted, however, in regard to acceptability, with the PSQ being much less acceptable to patients than the other two. The PSQ also produced more missing data. The results on the PSQ reflected patient inconsistency on cross-check items and patients tended to be uncertain in their responses to many items. In multivariate analyses the three measures were used as predictors of patient-rated indices of global service satisfaction. The CSQ-18B and the ERS were significant predictors of patient-rated indices of global service satisfaction, whereas the PSQ was unrelated to these indices. It was concluded that the direct and indirect approaches measure different satisfaction domains. The PSQ likely assesses more generalized attitudes about health services while the CSQ-18B and the ERS efficiently reflect opinions about the specific setting in which they are administered.     

MEASURING EXTREME RESPONSE STYLE

Research on extreme response style (ERS) in rating scale responseshas been characterized by conflicting findings and little agreementover how to assemble and validate ERS measures. This articleproposes that, when ERS is defined as a proportion of extremeresponses, an ERS measure will be more accurate if the itemsare uncorrelated and have equal extreme response proportions.Furthermore, appropriate stochastic models should be used toassess the internal reliability and convergent validity of thesemeasures. An ERS measure is created and validated with thismethod, using items from a survey administered in 1975 and 1987to large samples of U.S. adults serving on a consumer panel.We find that ERS is stable over a lengthy survey compared toa benchmark stability for a "perfect" measure. Furthermore,the distribution of ERS over this population is stable overtime. Respondents' ERS is related to their age, education level,and household income but not to their gender.     

Can healthcare providers at a university health clinic predict patient satisfaction?

Patient satisfaction in university health settings has received little research attention, and it is unclear whether the issue is being addressed in college health clinics. Because providers may make their own evaluations of patient satisfaction in the absence of other information, the authors conducted a study to determine whether healthcare providers at a university health clinic could accurately assess patient satisfaction. Ten providers completed a 10-item questionnaire immediately following the medical encounter to rate their perceptions of selected patients' levels of satisfaction. After seeing a healthcare provider, 201 patients completed a comparable questionnaire indicating how satisfied they were with the experience. Responses of providers and patients were compared, using a paired-sample t test. The results showed that providers' ratings were significantly lower than patients' ratings, indicating that providers were unable to judge patient satisfaction accurately. The results suggest that formal evaluations of patient satisfaction should be included in college health services.     

Ratings and rankings: reconsidering the structure of values and their measurement

Despite extensive discussion and analysis over the past three decades, researchers are still divided over the preferability of rating or ranking systems for measuring values. However, the debate originates from the false premise that one method must be used to the exclusion of the other. A conceptualization of the value structure that uses characteristics of both rating and ranking systems opens up theory and research to a more complex understanding of values. Data from the 1995–1997 World Values Survey demonstrate how using both rating and ranking systems can lead to distinct and equally valid conclusions about the differences in value importance among the nations of the world. This suggests that either method by itself provides an incomplete understanding of the value structure. While the potential methodological complications of using both ratings and rankings must be explored, the additional cost would be a productive investment for moving beyond the rating–ranking impasse.     

Relationship among differentiation of self, relationship satisfaction, partner support, and depression in patients with chronic lung disease and their partners

The purpose of the present study is to test the relationships among differentiation of self, relationship satisfaction, perceived partner support, and depression in a sample of patients with chronic lung disease (CLD) and their partners. The sample consisted of 52 patients with CLD and their partners. Hierarchical multiple regression was used for data analysis. The results indicate that (a) patients' differentiation of self is significantly lower than partners' differentiation of self, (b) patients' relationship satisfaction is positively correlated with partners' relationship satisfaction, (c) patients' relationship satisfaction predicts perceived partner supportive behavior, (d) perceived partner unsupportive behavior predicts patients' depression, (e) partners' differentiation of self predicts partners' relationship satisfaction, (f) partners' relationship satisfaction predicts partner supportive behavior, and (g) partners' differentiation of self and relationship satisfaction predicts partners' depression. The study serves to highlight the fact that the patient is part of a system, and that taking the system into account is relevant to the well-being of both the patient and the partner, in particular for patients with CLD, a heretofore unstudied population. The results of such studies have significant implications for couple and family therapists.     

A TEST OF THE FORM-RESISTANT CORRELATION HYPOTHESIS: RATINGS, RANKINGS, AND THE MEASUREMENT OF VALUES

A number of researchers have argued that ranking techniquesare more appropriate than rating methods for the measurementof values in surveys. The form-resistant correlation hypothesisproposes that observed associations among values and betweenvalues and other variables should remain invariant across measurementmethods. However, some recent research on parental values forchild qualities suggests that ratings and rankings produce differentcorrelational results. The present study tests the hypothesisthat discrepancies between rating and ranking results are dueto the fact that, when responding to rating questions, somerespondents avoid making difficult choices between valued qualitiesby rating all the qualities as highly and equally desirable.Consistent with this hypothesis, when nondifferentiating respondentsare removed from the analyzed sample, the substantive resultsof analyses of rating data resemble the results typically obtainedusing ranking data. This suggests that ranking may be the superiormethod for measuring values.     

A Dyadic Approach to Understanding the Link Between Sexual Functioning and Sexual Satisfaction in Heterosexual Couples

Researchers have demonstrated that several dimensions of sexual functioning (e.g., sexual desire, arousal, orgasm) are associated with the sexual satisfaction of individuals in a committed mixed-sex (male–female) relationship. We extended this research by comparing a dyadic model that included both own (i.e., actor effect) and partner (i.e., partner effect) domains of sexual functioning to an individual model that included only actor effects. Participants were 124 mixed-sex couples who completed online measures of sexual functioning and sexual satisfaction. Data analysis using the actor–partner interdependence model (APIM) and structural equation modeling (SEM) indicated that the dyadic model had a better fit than the individual model. Women’s sexual desire and orgasm and men’s erectile functioning were significant positive predictors of both own and partner’s sexual satisfaction. These results are discussed in terms of the importance of taking a dyadic approach to research and clinical work related to sexual satisfaction.     

Relationship of service satisfaction to life satisfaction and perceived well-being

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.     

Nonverbal communication of pharmacists during counseling leading to patient satisfaction: evidence from Iranian retail market

The purpose of this study was to investigate the impact of nonverbal communication of community pharmacists on patients’ satisfaction throughout the counseling process. Eight dimensions of nonverbal communication have been taken into account: vocalics, kinesics, proxemics, haptics, oculesics, olfactics, chronemics, and atmospherics. To gather data relevant to the aim of this study, a survey was conducted among the pharmacies in the city of Tehran (Iran). A questionnaire was offered to patients waiting to receive their medicine asking them about the nonverbal communication of the pharmacists and the degree of their satisfaction of service encounters. Proposed hypotheses were tested with a structural equation modeling approach using the Smart PLS software package. The results strongly support the theoretical model and suggest that there is a significant correlation between all components of nonverbal communication (excluding proxemics and haptics) and consumers’ satisfaction. The originality of this article is that it is the first empirical research to evaluate all aspects of the nonverbal cues of pharmacists and their effects on patient satisfaction. Considering the relatively high growth rate of the Iran retail market, this study has profound implications for academia and the practice of pharmacy.     

Multidimensional indices of deprivation: the introduction of reference groups weights

The use of a multidimensional approach to deprivation has known an increasing interest in the literature. This paper builds on this literature by proposing a deprivation index that weighs different dimensions according to their perceived importance by members of alternative reference groups. We first characterize a deprivation index following this line of thought. We then apply this method to European data and show that preferences over dimensions are differentiated by reference groups. This differentiation affects the value of deprivation for each country, group and the ranking of each.     

The impact of internal communication satisfaction dimensions on job satisfaction dimensions and the moderating role of LMX

This paper presents the results of the research on the predictive role of internal communication satisfaction dimensions on job satisfaction dimensions of middle managers from 131 companies in Serbia and the moderating influence of the leader member exchange relationship between middle managers and their supervisors (LMX) on that role. The research has shown that some internal communication satisfaction dimensions have statistically positive impact on job satisfaction dimensions and the moderating effect of LMX has also been noticed.     

Zest for work? Assessment of enthusiasm and satisfaction with the present work situation and health--a 1.5-year follow-up study

The aim of the study was to investigate whether assessing zest for work is a valuable approach in occupational health work. The term "zest for work" comes from the expression "zest for life" and can roughly be interpreted as the degree of enthusiasm and satisfaction with the present work situation. The measurements comprise three components: listing important factors for the feeling of zest for work, attitude rating and stating whether it is possible to have any influence over the listed factors. Included in this study were 5539 employees, mainly women. Low zest for work was associated with job strain and insufficient social support and imposed an increased risk for poor health for working and long spells of sick leave. The results support that assessing zest for work can be useful in occupational health work.     

Patient satisfaction in primary health care: a literature review and analysis.

This paper reviews the literature on patient satisfaction in primary health care settings. Definitions and models of satisfaction are considered first. Attention is given to the conceptualization of satisfaction by investigators concerned about consumers in general as well as by researchers focusing on consumers of medical services. Research findings are discussed and used to develop a model of patient satisfaction. The measurement of patient satisfaction and the findings of empirical studies are then reviewed, including summaries of effect sizes. It is concluded that patient satisfaction information can provide a dependent measure of service quality and serves as a predictor of health-related behavior. Issues deserving further investigation and recommendations regarding research strategies are presented.     

Influence of door handles design in effort perception: accessibility and usability

The application of ergonomics in product design is essential to its accessibility and usability. The development of manual devices should be based on ergonomic principles. Effort perception analysis is an essential approach to understand the physical and subjective aspects of the interface. The objective of the present study was to analyze the effort perception during a simulated task with different door handles by Portuguese subjects of both genders and different ages. This transversal study agreed with ethical aspects. 180 subjects of both genders pertaining to three age groups have participated. Five door handles with different shapes were evaluated. A subjective numeric rating scale of 5 levels was used to evaluate the effort. For statistical analysis it was applied the Friedman non-parametric test. The results have showed no significant differences of effort perception in door handles "A" and "B"; "A" and "D"; and "D" and "C". Door handle "E" presented the lowest values of all. In general, there's an inverse relationship between the results of biomechanical studies and the effort perception of the same task activity. This shows that door handles design influence directly these two variables and can interfere in the accessibility and usability of these kinds of products.     

Nonverbal response patterns in physician-patient interactions: A functional analysis

In this paper, we examined physician-patient interactions in terms of the communicative functions accomplished during these encounters. Specifically, the nonverbal communicative exchanges of 38 physician-patient interactions in a family practice clinic were investigated. Two distinctive communicative patterns characterized these interactions. First, physicians nonverbally exerted greater dominance and control by employing longer speaking turns, more social touch, and more pauses while speaking than did the patients. Secondly, physicians and patients tended to reciprocate nonverbal behaviors signalling affiliation including gaze, response latencies, body orientations, and gestures. Consistent with previous research, there was a strong positive relationship between patients' satisfaction with health care and perceptions of the physicians' affiliativeness. Although there were few significant effects, physicians perceived less affiliative tended to be more vocally and gesturally active relative to the patients' nonverbal behavior styles. Finally, there were positive relationships between patients' perceptions of physicians' dominance and the physicians' use of task touch, and the extent to which physicians produced more interruptions and maintained more indirect body orientations relative to the patients' performances of these behaviors. The results are discussed in terms of the communicative functions of nonverbal behavior in physician-patient interactions and of patients' preferences for physicians' nonverbal expressiveness.The authors wish to thank Joe Cappella, Howard Waitzkin, Martha Davis, and William B. Stiles for their helpful comments on previous drafts of this paper.     

Do spending comparisons affect spending and satisfaction?

We investigate the effect of spending comparisons with a new survey approach that asks respondents about satisfaction and expenditure decisions, both before and after they receive hypothetical information about what others in their communities are spending. We ask about four goods which vary in observability—wine served at a dinner party, an uncle's funeral, life insurance, and a donation to a non-profit organization. Compared to respondents who were told that others in their community were spending more than they, respondents told that others were spending less tended both to reduce their spending and increase their satisfaction.     

Let’s go out for a drink after work! The relation between leisure time spent with colleagues and employees’ life satisfaction

Despite the tremendous research studying the factors that influence employees’ well-being, the effect of what happens when leisure time is spent with colleagues remains yet unexamined. Building on the Conversation of Resource Theory, we propose that leisure time spent with colleagues could be understood as a resource, especially for those individuals who have few friends at their workplace. In a cross-sectional design, 136 university employees provided information about the number of friends they have at work, the amount of leisure time spent with befriended colleagues, and their life satisfaction. Results suggest that a larger network of friends at work is positively associated with life satisfaction. Furthermore, the effect of the number of friends at work on life satisfaction is moderated by the amount of leisure time spent with befriended colleagues. Employees who have few friends at work report more life satisfaction, if they spend more leisure time with befriended colleagues, whereas such an effect was not found for employees with a large friend network at work. These results are placed into the context of current discussions about work-life-blending.     

The Estimation of Task Performance and Reward Recommendations as a Function of Status Ranks

Abstract

A recurrent concern among social psychologists is to determine how individuals react to status ranks of others. This study presented 144 college students with a hypothetical situation and asked them to recommend an reward allocation to a person in the situation and to estimate that person's future task performance. Subjects were presented with information about either a diffuse status characteristic (educational level), or specific status characteristic with task relevance (performance on a related task), or both for an individual in comparison to a standard comparison other. When information was available on only one status rank, rewards were allocated and task performance estimated consistent with the single status rank. When information about both status ranks were available, specific status significantly affected both the reward distribution and performance expectations, while diffuse status significantly affected the reward distribution and had a marginally significant effect on performance expectations. The results are discussed in terms of status expectancy theory (Berger et al.), Kimberly's modification and extension of that approach, and equity theory (Adams).