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

Sita C. Amba‐Rao (Indiana University at Kokomo)
Jatinder N.D. Gupta (Ball State University)

American Journal of Business

ISSN: 1935-5181

Publication date: 28 October 1994


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.



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

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Copyright © 1994, MCB UP Limited

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