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.

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Year of publication:	1994
Authors:	Amba-Rao, Sita C. ; Gupta, Jatinder N.D.
Published in:	American Journal of Business. - Emerald Group Publishing. - Vol. 9.1994, 2, p. 47-54
Publisher:	Emerald Group Publishing
Subject:	Business practise \| Client satisfaction \| Service organizations

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Extent:	application/pdf
Type of publication:	Article
Classification:	R00 - Urban, Rural, and Regional Economics. General ; Z0 - Other Special Topics. General
Source:	RePEc - Research Papers in Economics

Persistent link: https://www.econbiz.de/10010814751