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
Share |

CJSLPA is an open access journal which means that all articles are available on the Internet to all users immediately upon publication. Users are allowed to read, download, copy, distribute, print, search, or link to the full texts of the articles, or use them for any other lawful purpose.

CJSLPA does not charge authors publication or processing fees.

Copyright of the Canadian Journal of Speech-Language Pathology and Audiology is held by Speech-Language and Audiology Canada (SAC). Appropriate credit must be given (SAC, publication name, article title, volume number, issue number and page number[s]) but not in any way that suggests SAC endorses you or your use of the work. You may not use this work for commercial purposes. You may not alter, transform, or build upon this work.