Abstract

This study examined the factor structure of a client satisfaction survey developed by BYU Counseling and Psychological Services (CAPS). The survey included (a) universal, (b) individual, (c) couple, and (d) group subscales. Only the universal and individual subscales were analyzed. The couple and group subscales were excluded due to limited sample sizes. For the universal subscale, the analysis supported a first-order model with three factors: (a) clarity, (b) cultural competence, and (c) progress. For the individual subscale, the analysis supported a second-order model. Three first-order factors including (a) symptom relief, (b) insight and awareness, and (c) guidance and coping skills, were grouped under a general therapeutic outcomes factor. The therapeutic alliance factor remained distinct. The findings showed that the survey is a reliable and multidimensional measure of client satisfaction. While the models demonstrated good fit indices, nested model comparisons could not be conducted because these features are not currently available in R for the chosen estimator. Future research should test the factor structure with larger and more diverse samples and refine item wording to improve clarity. This study adds to the understanding of client satisfaction in university counseling services and helps guide improvements in these services.

Degree

PhD

College and Department

David O. McKay School of Education; Educational Inquiry, Measurement, and Evaluation

Rights

https://lib.byu.edu/about/copyright/

Date Submitted

2024-12-11

Document Type

Dissertation

Keywords

factor analysis, online survey, satisfaction, mental health, college students

Language

english

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