Client service satisfaction

This book and the research it entailed aimed to investigate the viewpoints and experiences of the stakeholders in the rehabilitation service delivery process- namely the rehabilitation professionals and clients, in order to identify elements of service delivery that are key to service quality and client satisfaction. The experiences of clients are central to understanding which factors are critical to client satisfaction or dissatisfaction. The opinions of rehabilitation professionals are also important, not only for identifying service failures, but also because professional beliefs about which factors cause client satisfaction with services affect their willingness to consider and effect service delivery changes. Disparities in perceptions between professionals and clients about which factors are critical to satisfactory rehabilitation service provision constitute another level of analysis.