Client Satisfaction in Service Organizations: The Case of an Accounting Firm
Clients in an accounting firm were surveyed to identify factors relating to client satisfaction in service organizations. Four independent variablesÑcommunication, responsiveness, service quality, and effectivenessÑ correlated with, and explained the variance in client satisfaction. Interpretation and implications for business practice are discussed and practical guidelines for enhancing client satisfaction are offered.
Volume (Year): 9 (1994)
Issue (Month): 2 ()
|Contact details of provider:|| Web page: http://www.emeraldinsight.com|
|Order Information:|| Postal: Emerald Group Publishing, Howard House, Wagon Lane, Bingley, BD16 1WA, UK|
Web: http://www.emeraldinsight.com/abs.htm Email:
When requesting a correction, please mention this item's handle: RePEc:eme:ajbpps:v:9:y:1994:i:2:p:47-54. See general information about how to correct material in RePEc.
For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: (Katie Frudd)
If references are entirely missing, you can add them using this form.