Client's general satisfaction with services in three religiously-oriented counseling centers
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Abstract
This study investigated clients' general satisfaction with services in three religiously-oriented counseling centers in Massachusetts. The study researched whether or not there were significant correlations, positive or negative, between the extent of client satisfaction with religiously-oriented counseling services and variables of (a) client and therapist demographics, (b) symptom level and diagnosis, and (c) type and extent of service utili zation. The research also discussed how satisfaction with services in this context compared with client satisfaction in other contexts, as reported in past research. The study utilized the Client Satisfaction Questionnaire (CS0-10) (developed by Larsen, et al., 1979; revised by Delap lain, 1987) in combination with the Symptom Check List (SCL-10) (developed and derived by Derogatis, et al., 1973; Nguyen, et al., 1983) and several surveys identifying therapist and client demographics, client diagnosis and service utilization. With a sample of 64 clients and 20 therapists from three religiously oriented counseling centers in Massachusetts, the results indicated a high level of client satisfaction with services (86%) in this context, a level comparable to previous studies in non-religiously-oriented counseling centers. Results indicated that client satisfaction with services in these religiously oriented counseling centers is as high as, or slightly higher than, satisfaction with services in secular counseling centers, as measured in past studies. The results identified variables which correlated significantly with satisfaction in the three collaborating centers. Among the significant correlations, education (negative correlation), race (negative correlation for nonwhite clients), method of payment ("scholarship" clients were less satisfied), therapist clinical training (clients in training with a therapist-trainee were less satisfied), major affective disorder diagnosis (negative correlation), and substance use diagnosis (positive correlation) correlated significantly with client satisfaction with services. This study offers a model for measuring client satisfaction in the religiously-oriented counseling setting, provides significant results from the measurement of satisfaction with services in the three collaborating religiously-oriented counseling centers, and offers directions for further research.
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Dissertation (Ph.D.)--Boston University
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