Client Satisfaction in Service Organizations: The Case of an Accounting Firm

Abstract

Clients in an accounting firm were surveyed to identify factors relating to client satisfaction in service organizations. Four independent variables ‐ communication,responsiveness, service quality, and effectiveness ‐ 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.

Citation

Amba‐Rao, S.C. and Gupta, J.N.D. (1994), "Client Satisfaction in Service Organizations: The Case of an Accounting Firm", American Journal of Business, Vol. 9 No. 2, pp. 47-54. https://doi.org/10.1108/19355181199400013