Factors affecting the satisfaction of people with disabilities in relation to vocational rehabilitation programs: A literature review

BACKGROUND: Vocational rehabilitation (VR) programs have previously been evaluated using classical measures (such as the percentage of successful disabled consumers who are served by an agency). However, recent evaluations of VR programs have emphasized the need to examine levels of consumer satisfaction with such programs, as it is important to indicate what factors affect the satisfaction of people with disabilities (PWDs). OBJECTIVE: The purpose of this study is to present a systematic review of existing studies on factors impacting PWD satisfaction with VR programs. METHODS: We conducted a search of the electronic databases PsycINFO, Web of Science, ProQuest, and EBSCOhost (period: 1972–2016) supplemented by a search for additional relevant articles by means of cross-referencing. In total, 50 studies were selected, coded, and analyzed by three coders into three overarching themes. RESULTS: The analysis of extant studies shows that PWD satisfaction level with VR programs is affected by three main variables: counselor characteristics, VR services, and center features. CONCLUSION: Satisfaction is a key way of practically evaluating VR services; it contributes to improving the effectiveness and quality of such programs and enhances the effectiveness of work methods used by VR centers, particularly in relation to PWDs. The implications for VR practice and suggestions for future research are provided.