The Small Business Service: Business Support, Use, Fees And Satisfaction: Econometric Estimates
This paper seeks to assess advice and information support for firms provided by the Small Business Service (SBS) Business Link. It uses a new survey of client use, satisfaction and experience of service fees. The general level of satisfaction with, and use of, the service is high: 28% of all respondents use the services and 82.6% are satisfied or very satisfied. However, levels of use and satisfaction vary considerably between areas, with 13 Business Link local hubs accounting for 40% of the dissatisfied or very dissatisfied respondents. In addition, there is strong variation in satisfaction between services, with grants, diagnostic assessment, financial and accounting advice having low ratings. Charging a fee has been claimed by the SBS to improve the client's sense of value of the services received. Fees are currently charged for services in 37.3% of cases. However, there is little positive association of fee charging with satisfaction, whilst for four services charging a fee decreases satisfaction. It is concluded that the SBS has many strengths to build upon, but will need to introduce a step change in performance in some areas and some services, and should reconsider its commitment to using fees as a means of creating a sense of value among its clients.
|Date of creation:||Sep 2000|
|Date of revision:|
|Contact details of provider:|| Web page: http://www.cbr.cam.ac.uk/|
References listed on IDEAS
Please report citation or reference errors to , or , if you are the registered author of the cited work, log in to your RePEc Author Service profile, click on "citations" and make appropriate adjustments.:
- P. J. A. Robson & R. J. Bennett, 2000. "The use and impact of business advice by SMEs in Britain: an empirical assessment using logit and ordered logit models," Applied Economics, Taylor & Francis Journals, vol. 32(13), pages 1675-1688.
When requesting a correction, please mention this item's handle: RePEc:cbr:cbrwps:wp181. 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: (Howard Cobb)
If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.
If references are entirely missing, you can add them using this form.
If the full references list an item that is present in RePEc, but the system did not link to it, you can help with this form.
If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your profile, as there may be some citations waiting for confirmation.
Please note that corrections may take a couple of weeks to filter through the various RePEc services.