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.
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: (Ruth Newman and Georgie Cohen)
If references are entirely missing, you can add them using this form.