LAW FIRM’S CLIENT BEHAVIOR AND QUANTITATIVE RESEARCH

Abstract

Lawyers are considered as an essential factor that affects the winning or losing of a lawsuit. Thus, there are hardly any market research focusing on the client experience, satisfaction, pain point, and behavior that propose a business model for improving client experience. The objective of this research is to investigate and analyze the client's perspective, intention and criteria in selecting lawyer service to provide a suitable suggestions for a business model which improve client experience towards the legal service. Five-step frameworks are conducted, starting from questionnaire formation, data collection, descriptive statistic analysis, inferential statistic analysis and research finding discussion. The survey questionnaires are formed based on four criterion including lawyer’s competency, service availability, credibility and service price then it is distributed to potential consumers of legal service through online channels. The results suggest that lawyers and legal firms must consider improving and maintaining their competency through the specific training that helps to improve legal skill and analytical skill to provisions the legal subjects. According to the result of the intention survey, most of the respondents value lawyer’s competency the most, with a ratio of 68.6%