Customer satisfaction, corporate image, and service quality in professional services

Volume: 30, Issue: 3, Pages: 421 - 435
Published: Mar 1, 2010
Abstract
This study explores the impact of corporate image and service quality on customer satisfaction in the professional service industries. Data were collected on audit firms, sending a questionnaire to financial executives of leading Italian companies. The results show that the most important variable explaining customer satisfaction was the apparent effectiveness of the audit firm. In relation to service quality, managers' satisfaction was...
Paper Details
Title
Customer satisfaction, corporate image, and service quality in professional services
Published Date
Mar 1, 2010
Volume
30
Issue
3
Pages
421 - 435
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