Relationship Between Client Satisfaction, Service Quality and Client Perception Towards the Effectiveness of Client Consultation Services

The satisfaction and perception level of bankruptcy’sthrough interview or consultation session has become a major issue in delivering a quality service provided by Malaysia Department of Insolvency (MdI). The purpose of this study is to examine the relationship between Client Satisfaction, Service Quality and Client Perception towards the Effectiveness of Client Consultation Service in Malaysia Department of Insolvency Kuching branch. The foundation of client satisfaction, service quality, client perception and effectiveness were assessed using a validated questionnaire. The empirical results indicate that the most dominant determinants are client satisfaction and client perception. For service quality, it was found to be significant and strongly correlated with positive relationship towards effectiveness of client consultation services. The main contribution of this paper has provided empirical evidence about the relationship between client satisfaction, service quality and client perception on effectiveness of client consultation services. Areas for future research are briefly discussed in this current study.