Development and Validation of a Chinese Standardized Client Satisfaction Scale

Abstract

Purpose: The purpose of this study is to develop and validate a standardized client satisfaction scale for social work programs in China. Method: We generated items through a thorough literature review, confirmed by experts, and indigenized and revised by scholars, practitioners, and clients. The sample was from 15 government-sponsored social work programs’ clients in Jiangsu Province, China. We conducted exploratory factor analyses to test reliability ( N = 299) and confirmatory factor analyses to examine validity ( N = 699). Predictive validity was also tested. Results: The client satisfaction scale, consisting of 4 dimensions with 15 items, demonstrates good internal consistency, satisfactory factorial validity, and positive correlation with clients’ service participation frequency. Discussion: The 4-dimension client satisfaction scale is a reliable and valid instrument. It taps into client perceptions and feedback based on their service experiences. This study offers a feasible way to promote the standardization of social work programs in China.