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

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  • Chang-ming Hsieh

    (Jane Addams College of Social Work, University of Illinois at Chicago)

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.

Suggested Citation

  • Chang-ming Hsieh, 2018. "Importance Weighting in Client Satisfaction Measures: Lessons from the Life Satisfaction Literature," Social Indicators Research: An International and Interdisciplinary Journal for Quality-of-Life Measurement, Springer, vol. 138(1), pages 45-60, July.
    • Handle: RePEc:spr:soinre:v:138:y:2018:i:1:d:10.1007_s11205-017-1664-7
    DOI: 10.1007/s11205-017-1664-7
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    References listed on IDEAS

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    1. Chang-ming Hsieh, 2012. "Should We Give Up Domain Importance Weighting in QoL Measures?," Social Indicators Research: An International and Interdisciplinary Journal for Quality-of-Life Measurement, Springer, vol. 108(1), pages 99-109, August.
    2. Chang-ming Hsieh, 2013. "Issues in Evaluating Importance Weighting in Quality of Life Measures," Social Indicators Research: An International and Interdisciplinary Journal for Quality-of-Life Measurement, Springer, vol. 110(2), pages 681-693, January.
    3. Williams, Larry J. & Brown, Barbara K., 1994. "Method Variance in Organizational Behavior and Human Resources Research: Effects on Correlations, Path Coefficients, and Hypothesis Testing," Organizational Behavior and Human Decision Processes, Elsevier, vol. 57(2), pages 185-209, February.
    4. Chia-huei Wu, 2008. "Examining the appropriateness of importance weighting on satisfaction score from range-of-affect hypothesis: hierarchical linear modeling for within-subject data," Social Indicators Research: An International and Interdisciplinary Journal for Quality-of-Life Measurement, Springer, vol. 86(1), pages 101-111, March.
    5. Lara Russell & Anita Hubley & Anita Palepu & Bruno Zumbo, 2006. "Does Weighting Capture What’s Important? Revisiting Subjective Importance Weighting with a Quality of Life Measure," Social Indicators Research: An International and Interdisciplinary Journal for Quality-of-Life Measurement, Springer, vol. 75(1), pages 141-167, January.
    6. Robert Cummins, 1996. "The domains of life satisfaction: An attempt to order chaos," Social Indicators Research: An International and Interdisciplinary Journal for Quality-of-Life Measurement, Springer, vol. 38(3), pages 303-328, January.
    7. Jorge Guardiola & Andrés Picazo-Tadeo, 2014. "Building Weighted-Domain Composite Indices of Life Satisfaction with Data Envelopment Analysis," Social Indicators Research: An International and Interdisciplinary Journal for Quality-of-Life Measurement, Springer, vol. 117(1), pages 257-274, May.
    8. Nguyen, Tuan D. & Attkisson, C. Clifford & Stegner, Bruce L., 1983. "Assessment of patient satisfaction: Development and refinement of a Service Evaluation Questionnaire," Evaluation and Program Planning, Elsevier, vol. 6(3-4), pages 299-313, January.
    9. Chia-Huei Wu & Grace Yao, 2006. "Do We Need to Weight Item Satisfaction by Item Importance? A Perspective from Locke’s Range-Of-Affect Hypothesis," Social Indicators Research: An International and Interdisciplinary Journal for Quality-of-Life Measurement, Springer, vol. 79(3), pages 485-502, December.
    10. Chia-huei Wu & Grace Yao, 2007. "Importance has been Considered in Satisfaction Evaluation: an Experimental Examination of Locke’s Range-of-affect Hypothesis," Social Indicators Research: An International and Interdisciplinary Journal for Quality-of-Life Measurement, Springer, vol. 81(3), pages 521-541, May.
    11. Ruggeri, Mirella & Greenfield, Thomas K., 1995. "The Italian version of the service satisfaction scale (SSS-30) adapted for community-based psychiatric patients: Development, factor analysis and application," Evaluation and Program Planning, Elsevier, vol. 18(2), pages 191-202.
    12. Chang-ming Hsieh, 2016. "Domain Importance in Subjective Well-Being Measures," Social Indicators Research: An International and Interdisciplinary Journal for Quality-of-Life Measurement, Springer, vol. 127(2), pages 777-792, June.
    13. Chang-ming Hsieh, 2004. "Income and Financial Satisfaction among Older Adults in the United States," Social Indicators Research: An International and Interdisciplinary Journal for Quality-of-Life Measurement, Springer, vol. 66(3), pages 249-266, May.
    14. Chia-Huei Wu, 2008. "Can We Weight Satisfaction Score with Importance Ranks Across Life Domains?," Social Indicators Research: An International and Interdisciplinary Journal for Quality-of-Life Measurement, Springer, vol. 86(3), pages 469-480, May.
    15. Chia-Huei Wu & Lung Chen & Ying-Mei Tsai, 2009. "Investigating Importance Weighting of Satisfaction Scores from a Formative Model with Partial Least Squares Analysis," Social Indicators Research: An International and Interdisciplinary Journal for Quality-of-Life Measurement, Springer, vol. 90(3), pages 351-363, February.
    16. Chia-Huei Wu & Grace Yao, 2006. "Do We Need to Weight Satisfaction Scores with Importance Ratings in Measuring Quality of Life?," Social Indicators Research: An International and Interdisciplinary Journal for Quality-of-Life Measurement, Springer, vol. 78(2), pages 305-326, September.
    17. Chang-ming Hsieh, 2003. "Counting Importance: The Case of Life Satisfaction and Relative Domain Importance," Social Indicators Research: An International and Interdisciplinary Journal for Quality-of-Life Measurement, Springer, vol. 61(2), pages 227-240, February.
    18. Mariano Rojas, 2006. "Life satisfaction and satisfaction in domains of life: is it a simple relationship?," Journal of Happiness Studies, Springer, vol. 7(4), pages 467-497, November.
    19. Arne Mastekaasa, 1984. "Multiplicative and additive models of job and life satisfaction," Social Indicators Research: An International and Interdisciplinary Journal for Quality-of-Life Measurement, Springer, vol. 14(2), pages 141-163, February.
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    Cited by:

    1. C. O. Henriques & L. A. Lopez-Agudo & O. D. Marcenaro-Gutierrez & M. Luque, 2021. "Reaching Compromises in Workers’ Life Satisfaction: A Multiobjective Interval Programming Approach," Journal of Happiness Studies, Springer, vol. 22(1), pages 207-239, January.
    2. Akinori Kitsuki & Shunsuke Managi, 2023. "Importance Weighting in Subjective Well-Being Measures: Using Marginal Utilities as Weights for Domain Satisfaction," Journal of Happiness Studies, Springer, vol. 24(3), pages 1101-1120, March.
    3. Chang-ming Hsieh, 2022. "Are all Life Domains Created Equal? Domain Importance Weighting in Subjective Well-Being Research," Applied Research in Quality of Life, Springer;International Society for Quality-of-Life Studies, vol. 17(3), pages 1909-1925, June.

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