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 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.

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Year of publication:	1994
Authors:	Amba‐Rao, Sita C. ; Gupta, Jatinder N.D.
Published in:	American Journal of Business. - MCB UP Ltd, ISSN 1935-5181, ZDB-ID 2401319-5. - Vol. 9.1994, 2, p. 47-54
Publisher:	MCB UP Ltd
Subject:	Client satisfaction \| Service organizations \| Business practise

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Type of publication:	Article
Type of publication (narrower categories):	review-article
Language:	English
Other identifiers:	10.1108/19355181199400013 [DOI]
Source:	Other ZBW resources

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