Social and Behavioral Sciences Commons^™

Exploring Communicative Aspects Of Client Satisfaction, Loyalty, And Retention In A Private, Non-Profit Organization: A Qualitative, Interview-Based Study Of Catholic Charities, Amanda Michelle Fortin

Dissertations and Theses

This thesis focuses on Catholic Charities (Hereafter CC), a non-profit agency that provides pregnancy and adoption support to families in times of crisis. Research and agency data reflect a positive association between the amount of time clients engage in services and the resolution of crises. Both theoretically and empirically, a key determinant of the depth and breadth of clients' engagement with both for-profit and non-profit services is their satisfaction with such services. In 2009-2010, CC's in-house, client surveys reported a decreasing level of client engagement with services. One clear trend was that clients discontinued services after thirty days or less. …