Organization Effects on Client Satisfaction with Humaneness of Service

The relative effects of organization and individual attributes on consumer satisfaction with humaneness of service are examined in a community survey of 417 staff members and 411 patients and clients at 11 health and human service organizations. Regression analysis reveals that after the influence of patientIclient characteristics, attitudes, experiences, and problems is controlledfor, certain organization conditions, including the absence of bureaucratic rigidity in staff procedures, are independently associated with higher satisfaction. The impact of organization variables is substantial but accounts for less of the variance in satisfaction than do the effects of clients' personal characteristics. However, the organization properties investigated explain virtually all the variance in consumer satisfaction that exists between agencies. Readers are cautioned that the results may be applicable to only one dimension of satisfaction, namely, satisfaction with humaneness of service.