Solicitors and Customer Care

Abstract

Quality of service in the legal profession is a vital ingredient in the retention of existing clients, the acquisition of new clients and the survival of the firm. In this study focus groups were used to identify factors important to solicitors' clients which were then incorporated into an adapted SERVQUAL type instrument. Four small firms of solicitors collaborated in the study, sending the questionnaires to recent clients. Adequate responses from three firms were received and analysed. The most important service quality dimension was found to be communication, followed by reliability and competence. Courtesy and Access appeared to be least important.