International Journal of Internet Science

A peer reviewed open access journal for empirical findings, methodology, and theory of social and behavioral science concerning the Internet and its implications for individuals, social groups, organizations, and society.

Volume 2, Issue 1 (2007)

Test of a Web and Paper Employee Satisfaction Survey: Comparison of Respondents and Non-Respondents
Sabina B. Gesell1, Maxwell Drain1, Michael P. Sullivan2
1Press Ganey Associates, 2Belmont University

Abstract: This study examined if administering an employee satisfaction survey using the Internet affected the rates or quality of employees' participation. 644 hospital employees were randomly assigned to complete a satisfaction survey using either a Web survey or a traditional paper measure. Response rates were relatively high across both modes. No evidence for a very large difference in response rates was detected. A plurality of respondents showed no preference for survey mode while the remainder tended to express a preference for the mode they had been randomly assigned to complete in this study. Respondents did not differ from non-respondents by sex, race, or education. Other response differences (such as age and employment status) are likely to be a function of the survey topic. Overall, Web and mail respondents did not differ in the level of employee satisfaction reported, the primary outcome being measured.

Keywords: Nonresponse, employee satisfaction, questionnaire design, mail and Web surveys

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