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 ()
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