INVESTIGATING THE RELIABILITY AND VALIDITY OF CUSTOMER SATISFACTION QUESTIONNAIRE OF URBAN HEALTH THERAPEUTIC UNITES

Customer satisfaction is important and is evaluated through questionnaires. As
the current questioners are not satisfactory, this study was performed to design a highly valid customer
satisfaction questionnaire for urban health therapeutic centers and health care centers.
Materials & Methods: In this study 100 samples were randomly selected and a questioner consisting
of 26 questions was used. To assay the reliability, a retest was performed after two weeks. The data
were analyzed using correlation coefficient and Cronbach alpha and T-test.
Results: The reliability of the questionnaire was 89%. The satisfaction rate was higher in women,
married ones, and Shias. High correlation between questions and total scale of questionnaire and low
correlation within questions indicate validity of the questionnaire. On the other hand, high kappa
statistic indicates the validity and reliability of the questionnaire.
Conclusion: Our questionnaire has good reliability and validity for detection of satisfaction of clients
of urban health therapeutic centers and health care centers