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.
American Journal of Business – Emerald Publishing
Published: Jan 1, 1994
Keywords: Client satisfaction; Service organizations; Business practise
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