29-4 A Study on the Development of the Counseling Satisfaction Inventory
The purpose of this study was to develop the Counseling Satisfaction Inventory (CSI), a new assessment on clients' satisfaction for clients who are counseled by college counseling centers or community counseling centers. The CSI was analyzed in terms of (a) its factor structure and (b) the reliability of the subscales. Parallel analysis (N=542) revealed two factors: Facilitating & Positive Relationship and Change & Effectiveness, which accounted for 54.25% of the total variance. Internal consistency of the scales was determined by Cronbach's alpha coefficient, which was .95 for the total 23-item inventory. Reliability estimate of the two subscales were .92 and .91. The test-retest coefficient of CSI over a 3-week period was .81 (N=54). The obtained data were also analyzed by structural equation modeling. The 10-item short form of CSI had better fit indices than that of the 23-item full inventory. The findings also suggested that clients who were counseled by college counseling centers were much more satisfied than the clients who received counseling from community counseling centers. Implications for using the CSI and recommendations for further development were discussed.
Keywords
confirmatory factor analysis、convergent validity、counseling satisfaction、exploratory factor analysis、parallel analysis
Reference
王怡人(1988)。諮商期待對於諮商員的知覺與諮商效果之相關研究。國立台灣教育學院輔導研究所 碩士論文，未出版，彰化。
教育部(2007)。台灣各公私立大學院校名錄。2007 年 9 月 15 日，取自:
http://tw.org/education/List of Taiwan Postsecondary Institutions/。
台灣輔導與諮商學會(2007)。台灣輔導與諮商學會諮商專業倫理守則。2007 年 10 月 3 日，取自:
http://www.guidance.org.tw/。
吳明隆、涂金堂(2007)。SPSS 與統計應用分析(修訂版)。台北:五南。
吳肇元(2003)。大學生網路即時諮商與電子郵件諮商之工作同盟、諮商員效能與諮商滿意度之差異比較研究。國立暨南國際大學輔導與諮商研究所碩士論文，未出版，南投。
林世鴻(2003)。大學生電子郵件諮商中個案特性、諮商員口語反應與諮商滿意度之分析。國立台中師範學院諮商與教育心理研究所碩士論文，未出版，台中。
林家興、王麗文(2000)。心理治療實務。台北:心理。
邱皓政(2002)。量化研究與統計分析:SPSS 中文視窗版資料分析範例解析。台北:五南。
袁聖琇(2009)。當事人諮商期望、對諮商初期諮商師可信度與工作同盟之相關研究。國立屏東教育大學教育心理與輔導研究所碩士論文，未出版，屏東。
許衍富(2007)。保安警察第一總隊心理諮商輔導制度對求助意願與滿意程度影響之研究。中國文化大學政治研究所在職專班碩士論文，未出版，台北。
陳正昌、程炳林、陳新豐、劉子鍵(2009)。多變量分析方法統計軟體運用(第五版)。台北:五南。
陳慶福(1995)。諮商員和當事人在諮商過程中的同盟、口語反應模式與晤談感受之研究。國立彰化師範大學輔導研究所博士論文，未出版，彰化。
Bordin, E. S. (1979). The helping relationship: Crisis and advance in theory and research. The Counseling Psychologist, 13, 278-294.
Brems, C. (2001). Basic skills in psychology and counseling. Belmont, CA: Wadsworth/Thomson. Combs, A. W., & Gonzalez, D. M. (1994). Helping relationship: Basic concepts for the helping profession (4th ed.). Needham Heighs, MA: Allyn & Bacon.
Corsini, R. J., & Wedding, D. (Eds.). (1995). Current psychotherapies (5th ed.). Itasca, IL: Peacock. Egan, G. (1998). The skill helper: A problem-management approach to helping. Boston: Brooks/Cole. Garland, A. F., Haine, R. A., & Boxmeyer, C. L. (2007). Determinant of youth and parent satisfaction in usual care psychotherapy. Evaluation and Program Planning, 31, 45-54.
教育部(2007)。台灣各公私立大學院校名錄。2007 年 9 月 15 日，取自:
http://tw.org/education/List of Taiwan Postsecondary Institutions/。
台灣輔導與諮商學會(2007)。台灣輔導與諮商學會諮商專業倫理守則。2007 年 10 月 3 日，取自:
http://www.guidance.org.tw/。
吳明隆、涂金堂(2007)。SPSS 與統計應用分析(修訂版)。台北:五南。
吳肇元(2003)。大學生網路即時諮商與電子郵件諮商之工作同盟、諮商員效能與諮商滿意度之差異比較研究。國立暨南國際大學輔導與諮商研究所碩士論文，未出版，南投。
林世鴻(2003)。大學生電子郵件諮商中個案特性、諮商員口語反應與諮商滿意度之分析。國立台中師範學院諮商與教育心理研究所碩士論文，未出版，台中。
林家興、王麗文(2000)。心理治療實務。台北:心理。
邱皓政(2002)。量化研究與統計分析:SPSS 中文視窗版資料分析範例解析。台北:五南。
袁聖琇(2009)。當事人諮商期望、對諮商初期諮商師可信度與工作同盟之相關研究。國立屏東教育大學教育心理與輔導研究所碩士論文，未出版，屏東。
許衍富(2007)。保安警察第一總隊心理諮商輔導制度對求助意願與滿意程度影響之研究。中國文化大學政治研究所在職專班碩士論文，未出版，台北。
陳正昌、程炳林、陳新豐、劉子鍵(2009)。多變量分析方法統計軟體運用(第五版)。台北:五南。
陳慶福(1995)。諮商員和當事人在諮商過程中的同盟、口語反應模式與晤談感受之研究。國立彰化師範大學輔導研究所博士論文，未出版，彰化。
Bordin, E. S. (1979). The helping relationship: Crisis and advance in theory and research. The Counseling Psychologist, 13, 278-294.
Brems, C. (2001). Basic skills in psychology and counseling. Belmont, CA: Wadsworth/Thomson. Combs, A. W., & Gonzalez, D. M. (1994). Helping relationship: Basic concepts for the helping profession (4th ed.). Needham Heighs, MA: Allyn & Bacon.
Corsini, R. J., & Wedding, D. (Eds.). (1995). Current psychotherapies (5th ed.). Itasca, IL: Peacock. Egan, G. (1998). The skill helper: A problem-management approach to helping. Boston: Brooks/Cole. Garland, A. F., Haine, R. A., & Boxmeyer, C. L. (2007). Determinant of youth and parent satisfaction in usual care psychotherapy. Evaluation and Program Planning, 31, 45-54.
Garland, A. F., Saltzman, M. D., & Aarons, G. A. (2000). Adolescent satisfaction with mental health services: Development of a multidimensional scale. Evaluation and Program Planning, 23, 165-175.
Gelso, C. J., & Carter, J. A. (1985). Component of the psychology relationship: Their interaction and unfolding during treatment. Journal of Counseling Psychology, 41, 296-306.
Gelso, C., & Fretz, B. (2001). Counseling psychology (2nd ed.). Fort Worth, TX: Harcourt Brace Jovanovich.
Goldstein, A. P., & Higginbotham, H. N. (1991). Relationship-enhancement methods. In F. H. Kanfer & A. P. Goldstein (Eds.), Helping people change (pp. 20-69). New York: Pergamon.
Heppner, P. P., & Claiborn, C. D. (1998). Social influence research in counseling: A review and critique.Journal of Counseling Psychology, 36(3), 365-387.
Hill, C. E. (2004). Helping skills: Facilitating exploration, insight, and action (2nd ed.). Washington, D.C.: American Psychological Association.
Horvath, A. O., & Bedi, R. P. (2002). The alliance. In J. C. Norcross (Ed.), Psychotherapy relationships that work: Therapist contributions and responsiveness to patients (pp. 37-69). New York: Oxford University Press.
Horvath, A. O., & Symonds, B. D. (1991). Relation between working alliance and outcome in psychotherapy: A meta-analysis. Journal of Counseling Psychology, 38(2), 139-149.
Hoyt, W. T. (1996). Antecedents and effects of perceived therapist credibility: A meta-analysis. Journal of Counseling Psychology, 43, 430-447.
Justitz, S. E. (2002). The implications of adult attachment, the self-model attachment dimentions, and the other-model attachment dimentions on the formation of the therapeutic alliance and counseling satisfaction. Unpublished doctoral dissertation, University of Houston, Houston, Texas.
Lambert, M. J., & Hill, C. E. (1994). Assessing psychotherapy outcomes and processes. In A. E. Bergin & S. L. Garfield (Eds.), Handbook of psychotherapy and behavior change (4th ed., pp. 72-113). New York: Wiley.
Lambert, M. J., & Ogles, B. M. (2004). The efficacy and effectiveness of psychotherapy. In M. J. Lambert (Ed.), Bergin and Garfield’s handbook of psychotherapy and behavior change (5th ed., pp. 139-193). New York: John Wiley and Sons.
Larsen, D. L., Attkisson, C. C., Hargreaves, W. A., & Nguyen, T. D. (1979). Assessment of client/patient satisfaction: Development of a general scale. Evaluation and Program Planning, 2, 197-207.
Lepper, G., & Riding, N. (2006). Researching the psychotherapy proces: A practical guide to transcript-based methods. New York, NY: Palgrave Macmillan.
Lopez, S. J., & Edwards, L. M. (2008). The interface of counseling psychology and positive psychology: Assessing and promoting strengths, In S. D. Brown & R. W. Lent (Eds.), Handbook of counseling psychology (pp. 86-99). Hoboken, NJ: John Wiley & Sons.
Lubosky, L., Crits-Cristoph, P., Alexander, L., Margolis, M., & Cohen, M. (1983). Two helping alliances methods of predicting outcomes of psychotherapy: A counting signs vs. a global rating method.Journal of Nervous and Mental Disease, 171, 480-491.
MacGranley, H. D. (2001). Exploring the reasons clients give for leaving therapy and their relationship to therapy outcome. Unpublished doctoral dissertation, Brigham Young University, Rexburg , Idaho.
Maher, C. A. (1981). Effects of involving problem adolescents in goal setting: An exploratory investigation. Psychology in the School, 18(4), 471-474.
Mahoney, K. S. (2007). Effects of client satisfaction and attachment styles in the counseling dyad on therapy continuation. Unpublished doctoral dissertation, The University of Utah, Salt Lake City, Utah.
Miller, M. J., & Sheu, H. B. (2008). Conceptual and measurement issues in multicultural psychology research. In S. D. Brown & R. W. Lent (Eds.), Handbook of counseling psychology (4th ed., pp. 106-107). Hoboken, NJ: John Wiley & Sons.
Peterson, J. V., & Nisenholz, B. (1991). Orientation to counseling. Boston: Allyn and Bacon.
Raskin, N. J., & Rogers, C. R. (1995). Person-centered therapy. In R. J. Corsini & D. Wedding (Eds.), Current psychotherapies (5th ed., pp. 128-161). Itasca, IL: Peacock.
Rein, R. B. (1985). Effects of affective versus cognitive counseling styles on the verbal behavior of affective versus cognitive subjects (psychotherapy, client characteristics). Unpublished doctoral dissertation, Southern Illinois University at Carbondale, Carbondale, Illinois.
Russell, D. W. (2002). In search of underlying dimentions: The use (and abuse) of factor analysis in personality and social psychology bulletin. Personality and Social Psychology Bulletin, 28, 1629-1646.
Sanders, L. M., Trinh, C., Sherman, B. R., & Banks, S. M. (1998). Assessment of client satisfaction in a peer counseling substance abuse treatment program for pregnant and postpartum women. Evaluation and Program Planning, 21, 287-296.
Scott, L. D., Munson, M. R., & White, T. (2009). Satisfaction with counseling among black males in transition from the foster care system, Children & Youth Review, 31(1), 161-168.
Seligman, L. (2001). Systems, strategies, and skills of counseling and psychotherapy. Upper Saddle River, NJ: Merrill/Prentice Hall.
Shapiro, J. P., Welker, C. J., & Jacobson, B. J. (1997). The youth client satisfaction questionnaire: Development, construct validation, and factor structure. Journal of Child Clinical Psychology, 26(1), 87-98.
Strong, S. R. (1968). An interpersonal influence process. Journal of Counseling Psychology, 15, 215-224.
Todd, L., James, A., Joe, M., & Grady, Y. (2006). An exploratory study of client perceptions of internet counseling and the therapeutic alliance. Journal of Mental Health Counseling, 28(1), 69-83.
Wei, M., & Heppner, P. P. (2005). Counselor and client predictors of initial working alliance: A replication and extension to Taiwanese client-counselor dyads. The Counseling Psychologist, 33(1), 51-71.
World Health Organization (2000). Client satisfaction evaluations: Workbook 6. Retrieved October 5, 2007 from http://www. whqlibdoc.who.int/hq/2000/WHO_MSD_MSB_00.2g.pdf/.
Yalom, I. D. (1995). The theory and practice of group psychotherapy (4th ed.). New York, NY: Basic Books.
Young, S. C., Nicholson, J., & Davis, M. (1995). An overview of issues in research on consumer satisfaction with child and adolescent mental health services. Journal of Child and Family Studies, 4(2), 219-238.
Zwick, W. R., & Velicer, W. G. (1986). Comparison of five rules for determining the number of components to retain. Psychological Bulletin, 99, 432-442.
Gelso, C. J., & Carter, J. A. (1985). Component of the psychology relationship: Their interaction and unfolding during treatment. Journal of Counseling Psychology, 41, 296-306.
Gelso, C., & Fretz, B. (2001). Counseling psychology (2nd ed.). Fort Worth, TX: Harcourt Brace Jovanovich.
Goldstein, A. P., & Higginbotham, H. N. (1991). Relationship-enhancement methods. In F. H. Kanfer & A. P. Goldstein (Eds.), Helping people change (pp. 20-69). New York: Pergamon.
Heppner, P. P., & Claiborn, C. D. (1998). Social influence research in counseling: A review and critique.Journal of Counseling Psychology, 36(3), 365-387.
Hill, C. E. (2004). Helping skills: Facilitating exploration, insight, and action (2nd ed.). Washington, D.C.: American Psychological Association.
Horvath, A. O., & Bedi, R. P. (2002). The alliance. In J. C. Norcross (Ed.), Psychotherapy relationships that work: Therapist contributions and responsiveness to patients (pp. 37-69). New York: Oxford University Press.
Horvath, A. O., & Symonds, B. D. (1991). Relation between working alliance and outcome in psychotherapy: A meta-analysis. Journal of Counseling Psychology, 38(2), 139-149.
Hoyt, W. T. (1996). Antecedents and effects of perceived therapist credibility: A meta-analysis. Journal of Counseling Psychology, 43, 430-447.
Justitz, S. E. (2002). The implications of adult attachment, the self-model attachment dimentions, and the other-model attachment dimentions on the formation of the therapeutic alliance and counseling satisfaction. Unpublished doctoral dissertation, University of Houston, Houston, Texas.
Lambert, M. J., & Hill, C. E. (1994). Assessing psychotherapy outcomes and processes. In A. E. Bergin & S. L. Garfield (Eds.), Handbook of psychotherapy and behavior change (4th ed., pp. 72-113). New York: Wiley.
Lambert, M. J., & Ogles, B. M. (2004). The efficacy and effectiveness of psychotherapy. In M. J. Lambert (Ed.), Bergin and Garfield’s handbook of psychotherapy and behavior change (5th ed., pp. 139-193). New York: John Wiley and Sons.
Larsen, D. L., Attkisson, C. C., Hargreaves, W. A., & Nguyen, T. D. (1979). Assessment of client/patient satisfaction: Development of a general scale. Evaluation and Program Planning, 2, 197-207.
Lepper, G., & Riding, N. (2006). Researching the psychotherapy proces: A practical guide to transcript-based methods. New York, NY: Palgrave Macmillan.
Lopez, S. J., & Edwards, L. M. (2008). The interface of counseling psychology and positive psychology: Assessing and promoting strengths, In S. D. Brown & R. W. Lent (Eds.), Handbook of counseling psychology (pp. 86-99). Hoboken, NJ: John Wiley & Sons.
Lubosky, L., Crits-Cristoph, P., Alexander, L., Margolis, M., & Cohen, M. (1983). Two helping alliances methods of predicting outcomes of psychotherapy: A counting signs vs. a global rating method.Journal of Nervous and Mental Disease, 171, 480-491.
MacGranley, H. D. (2001). Exploring the reasons clients give for leaving therapy and their relationship to therapy outcome. Unpublished doctoral dissertation, Brigham Young University, Rexburg , Idaho.
Maher, C. A. (1981). Effects of involving problem adolescents in goal setting: An exploratory investigation. Psychology in the School, 18(4), 471-474.
Mahoney, K. S. (2007). Effects of client satisfaction and attachment styles in the counseling dyad on therapy continuation. Unpublished doctoral dissertation, The University of Utah, Salt Lake City, Utah.
Miller, M. J., & Sheu, H. B. (2008). Conceptual and measurement issues in multicultural psychology research. In S. D. Brown & R. W. Lent (Eds.), Handbook of counseling psychology (4th ed., pp. 106-107). Hoboken, NJ: John Wiley & Sons.
Peterson, J. V., & Nisenholz, B. (1991). Orientation to counseling. Boston: Allyn and Bacon.
Raskin, N. J., & Rogers, C. R. (1995). Person-centered therapy. In R. J. Corsini & D. Wedding (Eds.), Current psychotherapies (5th ed., pp. 128-161). Itasca, IL: Peacock.
Rein, R. B. (1985). Effects of affective versus cognitive counseling styles on the verbal behavior of affective versus cognitive subjects (psychotherapy, client characteristics). Unpublished doctoral dissertation, Southern Illinois University at Carbondale, Carbondale, Illinois.
Russell, D. W. (2002). In search of underlying dimentions: The use (and abuse) of factor analysis in personality and social psychology bulletin. Personality and Social Psychology Bulletin, 28, 1629-1646.
Sanders, L. M., Trinh, C., Sherman, B. R., & Banks, S. M. (1998). Assessment of client satisfaction in a peer counseling substance abuse treatment program for pregnant and postpartum women. Evaluation and Program Planning, 21, 287-296.
Scott, L. D., Munson, M. R., & White, T. (2009). Satisfaction with counseling among black males in transition from the foster care system, Children & Youth Review, 31(1), 161-168.
Seligman, L. (2001). Systems, strategies, and skills of counseling and psychotherapy. Upper Saddle River, NJ: Merrill/Prentice Hall.
Shapiro, J. P., Welker, C. J., & Jacobson, B. J. (1997). The youth client satisfaction questionnaire: Development, construct validation, and factor structure. Journal of Child Clinical Psychology, 26(1), 87-98.
Strong, S. R. (1968). An interpersonal influence process. Journal of Counseling Psychology, 15, 215-224.
Todd, L., James, A., Joe, M., & Grady, Y. (2006). An exploratory study of client perceptions of internet counseling and the therapeutic alliance. Journal of Mental Health Counseling, 28(1), 69-83.
Wei, M., & Heppner, P. P. (2005). Counselor and client predictors of initial working alliance: A replication and extension to Taiwanese client-counselor dyads. The Counseling Psychologist, 33(1), 51-71.
World Health Organization (2000). Client satisfaction evaluations: Workbook 6. Retrieved October 5, 2007 from http://www. whqlibdoc.who.int/hq/2000/WHO_MSD_MSB_00.2g.pdf/.
Yalom, I. D. (1995). The theory and practice of group psychotherapy (4th ed.). New York, NY: Basic Books.
Young, S. C., Nicholson, J., & Davis, M. (1995). An overview of issues in research on consumer satisfaction with child and adolescent mental health services. Journal of Child and Family Studies, 4(2), 219-238.
Zwick, W. R., & Velicer, W. G. (1986). Comparison of five rules for determining the number of components to retain. Psychological Bulletin, 99, 432-442.
Download