Title: The Influencing Factors of Client Satisfaction with Law Firms -A Case Study of Zhongtong Law Firm in Beijing
Author: Xu Junlin
Advisor: Dr. Ma Yu
Degree: Master of Business Administration
Major: Finance and Accounting
Faculty: บัณฑิตวิทยาลัย (Graduate School)
Academic year: 2567 (2024)
Published: The 8th STIU International Conference “TechVision Leadership: Fostering Social Sustainability” July 4-5 2024 (pp.555-564) Proceedings PDF
Abstract
With the rapid development of the economy, the demand for high-quality legal services in emerging fields is increasing. The single-form traditional legal services can no longer satisfy the diversified needs of clients. The high density of law firms and the intense competition in the legal services market require continuous improvement in law firms’ service satisfaction to maintain a competitive edge.
The purpose of this study were: 1) To explore the key factors influencing client satisfaction with Zhongtong Law Firm; 2) To examine the impact of service quality, brand image, and lawyer competence on client satisfaction with Zhongtong Law Firm. This study selected Zhongtong Law Firm in Beijing as a case study and adopted a quantitative research method. Client data were collected through a survey with a sample size of 200 respondents.
The results of the study indicate that: 1) client satisfaction with law firms is influenced by the firm’s brand image, service quality, and lawyer competence. 2) These three factors have a significant positive impact on client satisfaction with law firms.
Studying client satisfaction with law firms helps enrich and enhance the satisfaction with legal services provided by law firms, offering more competitive legal services to clients seeking legal assistance.
Keywords: law firm, client satisfaction, influencing factors
The Influencing Factors of Client Satisfaction with Law Firms -A Case Study of Zhongtong Law Firm in Beijing /
6517195031 Xu Junlin 2567 (2024) The Influencing Factors of Client Satisfaction with Law Firms -A Case Study of Zhongtong Law Firm in Beijing สารนิพนธ์ (Independent Study), Advisor: Dr. Ma Yu, ปริญญาโท (Master’s Degree), บัณฑิตวิทยาลัย (Graduate School), Master of Business Administration, Finance and Accounting, Bangkok: Siam University