Proceedings of ICLT 2025

BENEFICIARIES’ SATISFACTION WITH RELIEF SERVICES: COMPARING DIFFERENT SCALES

Puthipong Julagasigorn; Ruth Banomyong; Paitoon Varadejsatitwong; Huay Ling Tay

International College for Sustainability Studies, Srinakharinwirot University, Thailand; Center of Excellence in Connectivity, Thammasat Business School, Thammasat University, Thailand; Center of Excellence in Connectivity, Thammasat Business School, Thammasat University, Thailand; School of Business, Singapore University of Social Sciences, Singapore

International Conference on Logistics & Transport 2025, Tokyo, Japan, pp. 43-52

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Abstract

Purpose: This study hypothesises that different beneficiary satisfaction scales should yield consistent results when assessing beneficiary satisfaction with relief service quality. It examines whether the scales are highly correlated and, if not, explores possible explanations. Design/methodology/approach: Three scales were tested: (1) overall satisfaction (two items), (2) disconfirmation-based satisfaction (10 items, Brady et al., 2002), and (3) an alternative (end-state) scale, adapted from the 10-item disconfirmation-based scale by adding the statement “I am satisfied.” Surveys were conducted with 350 beneficiaries in Chiang Rai and 325 in Nong Khai. Correlation and contextual analyses were applied. Findings: All scales were moderately to highly correlated in Chiang Rai but not in Nong Khai. The difference reflected disaster types: Chiang Rai faced a sudden-onset flash flood with immediate responses, leaving little room for expectations. This was a possible reason that why all scales were correlated. In Nong Khai, beneficiaries had time to form expectations because the flood was slow-onset and relief preparations were made. When all ended up flooded, beneficiaries perceived the relief efforts as falling short of expectations, which made the disconfirmation scale only weakly correlated with the other two measures, while those two remained weakly to moderately correlated. Research limitations/implications: The study did not capture beneficiaries’ qualitative reasons for diff

Keywords

Beneficiary satisfaction; Relief service quality; Disconfirmation-based satisfaction scale; Overall satisfaction scale; Flood disaster

Citation

Puthipong Julagasigorn; Ruth Banomyong; Paitoon Varadejsatitwong; Huay Ling Tay (2025). BENEFICIARIES’ SATISFACTION WITH RELIEF SERVICES: COMPARING DIFFERENT SCALES. Proceedings of the International Conference on Logistics & Transport (ICLT 2025), Tokyo, Japan, pp. 43-52.