Drivers of audit client satisfaction in the external audit fieldwork
Conference contribution, 2018
The purpose of this paper is to understand factors in the external audit fieldwork that contributes to audit client satisfaction.
The purpose is addressed by a single case study and based upon data collected by a questionnaire, and analysed using Bayesian networks.
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.
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.
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.
audit client satisfaction