... hypotheses in the null form are as follows: Auditor's fees Knowledge management Taxation Customer satisfaction Information transfer Following Simunic's (1984) seminal study on cost interdependencies or knowledge spillovers (insights learned from performing an audit can enhance the quality...

... was empathy. Customer satisfaction was found to partially mediate the relationship of reliability and customer loyalty. Research limitations/implications The small sample size is a limitation of the study. Also, the study examined all services offered by audit firms. A larger sample size and focusing...

... which of those technologies will be accepted. The author argues that providing the highest customer delivered value by e‐commerce can be viewed as making a real contribution to customers, i.e. shopping through the Internet will be accepted by customers. Customer satisfaction is of critical importance...

...Andreas Bauer; Gerald Reiner In this paper, we first present the conceptual framework for the customer satisfaction‐oriented evaluation of process improvements that is embedded in an improvement cycle. The basic feature of the evaluation model is the relationship between the overall customer...

... Queuing Psychology National Health Service Hospitals Service industries Customer satisfaction Despite the technological developments in medical care, the organisation development and the many changes driven by both management and government, within today’s National Health Service (NHS...

... and implement their quality management system, including continual improvement and prevention of nonconformity, which the aim is to satisfy the customers. Therefore, measurement of the customer satisfaction and dissatisfaction plays an important role in the determination of the effectiveness and implementation...

... for internal audit departments striving for continuous improvement of the quality of their services. © MCB UP Limited 1996 Baldrige award Competitive advantage Customer satisfaction Decision making Internal audit In May 1992, the Institute of Internal Auditors (IIA) sponsored...