Development and Psychometric Validation of the Veterinary Service Satisfaction Questionnaire (VSSQ)

Abstract

In the absence of a widely available, psychometrically tested questionnaire for measuring satisfaction with UK veterinary services, the Veterinary Service Satisfaction Questionnaire (VSSQ) was developed. Items in the first draft were derived from a literature review, guidelines from professional bodies and interviews with pet owners and veterinarians. The questionnaire includes 72 satisfaction items, each with a five-option response format. A total of 183 domestic pet owners from three small animal practices (60% response rate) completed it by mail. Pilot testing and postal completion rates indicate the acceptability and relevance of the VSSQ. Principal components analyses of respondent ratings suggested that the VSSQ can be scored as five scales: general services, staff communication, vet communication, death of pet and vet technical abilities. Six further items are scored separately. Descriptive statistics are provided for individual items and scales. Subgroup differences are explored according to owners' demographic variables. The VSSQ demonstrates preliminary face and content validity, excellent internal consistency reliability in each of the five scales (Cronbach's alpha 0.93-0.97) and good construct validity: those who had recommended the practice to others had significantly higher scores. Scoring guidelines are provided for the VSSQ, which is now ready for use.

The Dimensions of Pet-Owner Loyalty and the Relationship with Communication, Trust, Commitment and Perceived Value

“…However, this demographic profile is not unusual in studies in veterinary medicine. Other surveys found female participation at 84% [62], and 85% [63]. The percentage of women who self-report as being the primary care-giver to pets within households is 80.7% [4], indicating that the present findings may translate to pet-owner households.…”

The Dimensions of Pet-Owner Loyalty and the Relationship with Communication, Trust, Commitment and Perceived Value

“…This finding could have long-term consequences since the youngest cohort may be pet-owners for a long time to come. A different survey instrument that was designed to measure pet-owner satisfaction determined that the age differences in satisfaction were not statistically significant in its pilot phase [51]. It is not known whether this instrument was utilized beyond a pilot test or why the present research did identify a statistically significant difference between age groups for satisfaction with communication.…”

“…Communication point two occurs in the exam room and is conducted by both the veterinarian (Trust) and non-veterinarian (Technician) staff members. Trust is an antecedent to loyalty in a veterinary medicine setting [49][50][51], as well as in other business settings [19,38,52]. It was therefore determined that the components of trust should be the focus of veterinarian communication.…”

Beyond Competence: Why We Should Talk About Employability in Veterinary Education

“…59,60 Various studies of client satisfaction have found that clients prefer veterinarians who are personable and professional; possess excellent communication skills; treat clients with respect, kindness, and compassion; listen to their clients; practice relationship-centered care; and display empathy. [61][62][63][64] A widely cited industry report found that the most significant factors for pet owners when choosing a veterinarian were that the veterinarian was kind and gentle, respectful, and informative. 19 Aspects of communication including client education, providing choices, initiating discussion of costs, listening, and respectful partnership were a key area of expectation for client focus groups, 65,66 while client satisfaction with consultations has been associated with the use of empathic statements, friendliness, and warmth.…”