Validity and Reliability of the Parent Satisfaction Questionnaire

Br J Clin Psychol. 1996 May;35(2):311-8. doi: 10.1111/j.2044-8260.1996.tb01184.x.


The development of a postal consumer satisfaction questionnaire for a child and adolescent psychology service is reported. A preliminary analysis of content, construct and concurrent validity suggests that the questionnaire has an acceptable degree of validity. Factor analysis identified five factors with three being identifiable as relating to the outcome of contact, appointments and the timing of contact. The remaining two factors were minor dyads which were difficult to interpret. The reliability and utility of the questionnaire is good, proving a useful way of identifying service shortfalls and directing service change. The need to methodologically evaluate consumer satisfaction questionnaires is stressed and their routine use in monitoring and assuring service quality highlighted.

MeSH terms

  • Adolescent
  • Appointments and Schedules
  • Child
  • Child Health Services / standards*
  • Community Mental Health Services / standards*
  • Consumer Behavior*
  • Factor Analysis, Statistical
  • Humans
  • Parents*
  • Professional-Family Relations
  • Psychometrics
  • Quality of Health Care*
  • Regression Analysis
  • Reproducibility of Results
  • Surveys and Questionnaires*