Brief Description

This questionnaire aims to systematically collect data regarding the satisfaction level of service recipients with the services provided. It focuses on factors such as quality of service, responsiveness to needs, professional conduct of staff, and overall experience.

Purpose

The goal is to evaluate the quality of the services provided, identify strengths and areas for improvement, enhance the satisfaction and trust of service recipients, and support strategic improvement decisions.

Scoring Method

Measurement is carried out using a five-point Likert scale, where 1 corresponds to “Not at all satisfied” and 5 to “Completely satisfied.” There is also the option to record open-ended comments for qualitative evaluation.

Validity

The validity of the questionnaire was ensured through a review of the relevant international literature, the involvement of experts in its design, and a pilot application on a sample of service recipients, with questions revised based on feedback.

Reliability

Reliability was tested through statistical analysis using the Cronbach’s Alpha coefficient, with a value equal to or greater than 0.80, ensuring internal consistency of the questions and stability of results in repeated measurements.

Data Analysis and Use

Quantitative analysis includes descriptive statistics such as mean and standard deviation, as well as correlations between variables. Qualitative analysis involves thematic analysis of open-ended responses to identify recurring themes. The results are used for strategic planning and continuous improvement of service quality.

References

Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–40.
Likert, R. (1932). A technique for the measurement of attitudes. Archives of Psychology, 140, 1–55.
Cronbach, L. J. (1951). Coefficient alpha and the internal structure of tests. Psychometrika, 16(3), 297–334.