Canadian Journal of Speech-Language Pathology and Audiology

Consumer Satisfaction with Speech-Language Services: An Analysis by Respondent Group and Delivery Mode

Author(s) Helen G Ilott
Gary Holdgrafer
Judith Sutter
Volume 15
Number 3
Year 1991
Page(s) 31-35
Language English
Keywords speech
Abstract This study investigated consumers' satisfaction with one school district's speech-language services as expressed by parents, teachers, and principals. Responses were analyzed according to five variations in mode of service delivery. Although generally satisfactory ratings were obtained, there were interesting variations related to respondent group and mode of delivery. Hypotheses were developed regarding changes that might increase consumer satisfaction.

Cette étude a porté sur la satisfaction du consommateur vis-à-vis des services d'orthophonie offerts par une école de district, comme l'ont
exprimé les parents, les professeurs et les directeurs. Les réponses ont été analysées selon cinq variations du mode de prestation de services. Même si des résultats satisfaisants ont généralement été obtenus, il y a eu des écarts intéressants selon les groupes de répondants et le mode de prestation utilisé. Des hypothèses ont été élaborées en ce qui concerne les changements qui pourraient augmenter le degré de satisfaction du consommateur.
Record ID 396

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