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Importance Weighting in Client Satisfaction Measures: Lessons from the Life Satisfaction Literature

Abstract

This article examines the role of perceived importance of service elements, or importance weighting, in client satisfaction measures. Drawing on the debate over importance weighting in the life satisfaction literature, this article assesses the adequacy of and the need for importance weighting in client satisfaction measures. Based on a client satisfaction survey (N = 156), the current study explored (1) whether or not all service elements of homecare services were considered equally important, and (2) whether or not the relationships between overall satisfaction with homecare services and satisfaction with various service elements of homecare services varied significantly across perceived importance of service elements. Findings showed that (1) not all service elements of homecare services were considered equally important, and (2) relationships between overall satisfaction with homecare services and satisfaction with various service elements of homecare services varied significantly across perceived importance of service elements. The findings support the incorporation of perceived importance of service elements into client satisfaction measures.

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Correspondence to Chang-ming Hsieh.

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Hsieh, C. Importance Weighting in Client Satisfaction Measures: Lessons from the Life Satisfaction Literature. Soc Indic Res 138, 45–60 (2018). https://doi.org/10.1007/s11205-017-1664-7

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Keywords

  • Client satisfaction
  • Consumer satisfaction
  • Measurement development
  • Survey