Drivers of audit client satisfaction in the external audit fieldwork
Other conference contribution, 2018

Purpose

The purpose of this paper is to understand factors in the external audit fieldwork that contributes to audit client satisfaction.

Methodology

The purpose is addressed by a single case study and based upon data collected by a questionnaire, and analysed using Bayesian networks.

Findings

This study concludes that there are several factors which affects audit client satisfaction in the field work activity, for example different contextual factors  such  as  role, previous  experience  and  country  origin, but  also  process related factors such as feelings  of the auditee after  the  opening  meeting.

Research Limitations

This paper is based on a study of one company and their interaction with one of their certification bodies for external auditing, hence the generalizability of the findings is limited by the case study method. Moreover, the management system studied is restricted to the ISO 9001 Management System Standards.

Originality/value

Previous research has examined what quality attributes that are associated with audit client satisfaction and concluded that one of those are the audit fieldwork. This paper adds to this body of knowledge by empirically examine what factors within the fieldwork that contributes to audit client satisfaction, but also by adding the concept of co-creation of value to the audit process. By understanding these means, it is possible to better maximise the value add of external audits, either being a provider of audit services or a buyer of audit services.

value-creation

quality management

service quality

ISO

audit

audit client satisfaction

Author

Jan Lenning

Chalmers, Technology Management and Economics, Service Management and Logistics

Ida Gremyr

Chalmers, Technology Management and Economics, Service Management and Logistics

Hendry Raharjo

Chalmers, Technology Management and Economics, Service Management and Logistics

21st QMOD conference
Cardiff, United Kingdom,

Areas of Advance

Production

Subject Categories

Reliability and Maintenance

Business Administration

More information

Latest update

11/9/2019