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

Author

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  • Mara Cameran
  • Peter Moizer
  • Angela Pettinicchio

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 primarily driven by their perception of audit firm's work as a useful value-adding service. The length of audit firm--auditee relation, the location of the auditor's office, and the financial executive's personal characteristics were also significant drivers of customer satisfaction.

Suggested Citation

  • Mara Cameran & Peter Moizer & Angela Pettinicchio, 2008. "Customer satisfaction, corporate image, and service quality in professional services," The Service Industries Journal, Taylor & Francis Journals, vol. 30(3), pages 421-435, April.
    • Handle: RePEc:taf:servic:v:30:y:2008:i:3:p:421-435
    DOI: 10.1080/02642060802236111
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    Cited by:

    1. Seyed Mostafa Razavi & Hossein Safari & Hessam Shafie & Kobra khoram, 2012. "Relationships among Service Quality, Customer Satisfaction and Customer Perceived Value: Evidence from Iran's Software Industry," Journal of Management and Strategy, Journal of Management and Strategy, Sciedu Press, vol. 3(3), pages 28-37, June.

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