Drivers of audit client satisfaction in the external audit fieldwork
Konferensbidrag (offentliggjort, men ej förlagsutgivet), 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.

service quality

audit client satisfaction

audit

ISO

value-creation

quality management

Författare

Jan Lenning

Organisation okänd

Ida Gremyr

Chalmers, Teknikens ekonomi och organisation, Service Management and Logistics

Hendry Raharjo

Chalmers, Teknikens ekonomi och organisation, Service Management and Logistics

21st QMOD conference
Cardiff, United Kingdom,

Styrkeområden

Produktion

Ämneskategorier

Tillförlitlighets- och kvalitetsteknik

Företagsekonomi