Author: Ng, Wing Tung Peter
Title: Client satisfaction with residential services amongst children and adolescents with social and emotional maladjustment
Degree: DSW
Year: 2016
Subject: Children -- Institutional care -- China -- Hong Kong.
Children -- Institutional care -- China -- Hong Kong -- Research.
Foster home care -- China -- Hong Kong.
Foster home care -- China -- Hong Kong -- Research.
Hong Kong Polytechnic University -- Dissertations
Department: Department of Applied Social Sciences
Pages: vii, 285 pages : illustrations
Language: English
Abstract: Using the subjective outcome evaluation approach, this study examined client satisfaction of socially and emotionally maladjusted children and adolescents receiving residential care service in Hong Kong. Seven research questions were addressed in this study. They were 1) Are socially and emotionally maladjusted children and adolescent clients satisfied with their hostel services? 2) Do clients have higher levels of satisfaction in the Specific Satisfaction domains than their Global Satisfaction? 3) Are there any relationships between Global Satisfaction and the Specific Satisfaction domains? 4) Which domain(s) are predictor(s) of Global Satisfaction? 5) Is there any relationship between clients' satisfaction and reason for admission, (i.e. voluntary vs. involuntary admission)? 6) Is there any relationship between length of stay and client's level of satisfaction? 7) Do clients in homes with boarding schools have higher satisfaction than clients in homes without an on-site school? The study comprised two components -- the scale construction and content validation phase, and the main study. In the content validation phase, the Client Satisfaction Scale for Residential Services amongst Children and Adolescents with Social and Emotional Maladjustment (CSSRS-CASEM) was constructed. Results showed that the scale items had high relevance, representativeness, and clarity. In the main study, the sample consisted of 425 maladjusted children and adolescents recruited from Hong Kong residential care settings. A quantitative cross-sectional research design using the validated instrument was employed to understand the satisfaction of the clients.
With reference to the research questions, several observations can be highlighted from the main study. First, socially and emotionally maladjusted children and adolescents were generally satisfied with the residential home services, although there were several areas deserving attention. Second, the levels of satisfaction in Specific Satisfaction domains were generally higher than the level of satisfaction in the Global Satisfaction domains. Third, there was a relationship between the Global Satisfaction and the satisfaction in the Specific domains. Fourth, satisfaction with the Specific dimensions of Leisure, Regime, Staff and Health were found to be significant predictors of Global Satisfaction. Fifth, contrary to our prediction, client's satisfaction was not significantly related to reasons of admission, length of stay and hostel with or without schools on site. The theoretical and practical implications of the findings are discussed. The study has several theoretical contributions. It is a pioneering scientific study of the Chinese concept of satisfaction amongst maladjusted children and adolescents in residential care. It clarifies the dimensionality of client satisfaction that measures satisfaction amongst socially and emotionally maladjusted children and adolescents in residential care in Hong Kong using the CSSRS-CASEM. Moreover, the study contributes to model building of residential client satisfaction, where four satisfaction predictors have been identified. The practical implications of the project are also discussed.

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