Chapter One

Introduction

1.1. Background of the study

The Sri Lankan Criminal Justice System was founded on the principles of the British Common
Law as Sri Lanka known as Ceylon was a colony of the British Empire. However, it has
undergone major changes throughout the years and went through a major change in the 1970s as
there were major ethnic insurgencies in the country. The Powers vested in the local authorities
and governing bodies were expanded in order to vest greater power with the bodies. More
constitutional provisions, emergency rules and regulations that were instilled with the governing
authorities such as the police and the armed forces in order to deal with the rising number of
cases. This was done at the expense of the personal liberties of the common populace.

According to the studies of Sunshine and Tyler (2003) for Clients compliance with the laws it is
important that they are satisfied with all concerned in the Criminal Justice System. Hence the
role of the lawyer is different from the roles of other characters in the legal system and thereby
research on Clients satisfaction with their lawyers is paramount. The researches that developed
procedural justice theory (Lind & Tyler, 1988; Thibaut & Walker, 1975; Tyler, 2006) have
changed the traditional idea to insure citizens compliance with the law by means of economic
arguments to a more criminological and psychological perspective. The studies concluded by
Tyler have proved that the deterrence theory is more costly and ineffective because it requires
continuous threat of punishment. Contrarily according to them people will voluntarily obey the
law if they feel that the law that governs them is just and are satisfied with the guardians of that
rules of law are just in their enforcement. Therefore, when the people are treated in a
procedurally just and fair manner they will regard them as being legitimate. (Blader & Tyler,
2003; Denton, 2008; Peterson-Badali, Care, & Broeking, 2007; Sunshine & Tyler, 2003; Thibaut
& Walker, 1975; Tyler, 2000, 2003, 2009).
The body of research indicates that people feel more satisfaction with the law when they are able
to participate, devourer the neutrality and get the feeling that they are being treated with dignity
and respect. Much research has been done on the clients perceived fairness of the legal bodies
like the police (Tyler, 2001), courts (Casper, Tyler, & Fisher, 1988) and prisons (Sparks &
Bottoms, 1995), little is known about clients perceived fairness of their lawyers (Peterson-Badali
et al., 2007). Especially in the Sri Lankan context because there are no studies done in this
regard.

1.1. Problem Statement

In an initial survey it was found out that according to;

Interviewee One The Attorney didnt listen to my pleas he

was only concerned with taking the lawyer
fees and fast-forward the discussion process
to get the money, He often says, Ill handle
the case
Interviewee Two The Lawyer did not give me enough
attention, after taking the fees.
Interviewee Three The more money the better treatment given
by the lawyer like the high attention given in
high profile cases, and careless and less
attentive to other cases
Interviewee Four The lawyer is not friendly and
inapproachable only concerned when taking
the money

This is a common problem that was identified in the Mt.Lavinia Courts area hence, this study
will focus on the clients satisfaction with their lawyers and the aim of this study is to describe
and explain the satisfaction variations among clients of Lawyers and law firms in the Mt.Lavinia
Court area.
The focus of the study will be most importantly on the evaluations of procedural fairness that are
subjective measurements and evaluations, and an objective evaluation and measurement of the
lawyers service provisions, and according to the client whether the lawyer gives their maximum
potential, whether they are more cooperative or not or more subjugated.

1.2. Research Questions

(1) Client Satisfaction of lawyers in the Mt.Lavinia Courts jurisdiction?

(2) What are the common mistakes carried out by lawyers in the Mt.Lavinia Courts jurisdiction?

1.3. Research Objectives

a) To research of client/client satisfaction of lawyers in the Mt.Lavinia Courts jurisdiction.

b) To find out the common mistakes and to propose strategies in order to increase client
satisfaction.

1.4. Project Significance

According to the researchers conducted it can be said that there have been no studies conducted
regarding the client satisfaction of lawyers in the Mt. Lavinia Courts jurisdiction and for that
matter not even for the Hullsdroff area which houses the Supreme Court of the country.

There are three main reasons why research into this area is important. Is to research of
client/client satisfaction of lawyers in the Mt.Lavinia Courts jurisdiction for a fair and just
judgment or resolution to be achieved a good representation by the lawyer is required. If not the
clients legitimate right to proper legal representation is not met that undermines greatly the rights
given through the constitution. Two, the role of an Attorney in a criminal procedure is starkly
different from the roles of other legal roles in the Criminal Justice System (Ex: Courts, Police) as
Attorneys dont qualify as a legal Authority.

because the Attorneys role is to safeguard the rights of the client whereas the role of other legal
authorities is to enforce the laws that are under the orders of the state. Hence elements of
procedural justice and fairness are important for the lawyer client relationship than in
interactions with other legal bodies (Peterson-Badali et al., 2007, p. 378). Thirdly, because
according to the studies of Peterson-Badali et al the clients perceptions of their Attorneys have
impediments for their resulting attitudes towards the other legal bodies as well that acts as a
chain reaction.

Therefore, this research will be important for the lawyers of not only in the Mt.Lavinia Courts
but also the lawyers practicing in other areas as well. It can be used to think beyond the
profession to inculcate proper developments into the processes and to the lawyers chambers and
dealings itself and improve service quality and thereby client satisfaction. Furthermore, this
research can also be used in other further researches and also can be used in law teaching
institutions, to bring in the practical problems and how better to serve the client into future
lawyers.

1.5. Report Structure

Chapter 2 Literature Review:

In this Chapter the literature regarding Client Satisfaction of lawyers in line with the research
question will be discussed.

Chapter 3 Methodology:

In this section of the research paper the researcher will determine the strategies used for the
research, the approaches and sampling procedures and also it will explain the implemented data
collection and analyzation methods that will be used in this study.

Chapter 4 Data Analysis:

Here the in-depth analysis of the obtained data will be conducted by the researcher. Clear
presentation of the results of the primary research and the consideration of the integrating the
section with Section 5

Chapter 5 Conclusion and Recommendation:

Here in the final Chapter the outcomes and conclusions of the research according to the research
objectives. This will be concluded by giving recommendations for lawyers to take into account
and to take precautionary measures and thereby to reduce client dissatisfaction.

Chapter Two

Literature Review

2.1 Introduction

This chapter will deal with the literatures on the topic chosen, the various academic views on
customer satisfaction, the academic opinions on the problem questions and how they may be
remedied.

The researches that have been conducted over past twenty odd years on procedural justice in the
criminal justice literature, has bought about several measuring yardsticks and variables to
measure procedural justice. Reisig, Bratton, & Gertz, 2007; Sunshine & Tyler, 2003). According
to these literatures it has been found that there are four key elements that contributes to the
general discernment of procedural fairness with respect to the courts, police and lawyers they are
commonly known as trustworthiness, giving due dignity and respect, being objective, and
participation (Tyler, 2008).

Trustworthiness- connotes that the expectation and trust by the party concerned that the
authority will act in a just and fair manner and that they are just, earnest and truthful in their
doings (Rottman, 2007; Tyler, 2008).

Giving due dignity and respect is basically upholding the basic rights of the individual
concerned and being treated with courteousness and being polite by the relevant authority.

Being objective signifies that the relevant authority is being truthful and unbiassed in their
decision making and not in the process being prejudicial in the decision-making procedure.

Participation, in general is the right to be heard and to take their side of the story into account.
In the defendants perspective this signifies that they are being involved in their case.
According to the studies by Rottman (2007) it has been found out that the persons who
participate with the courts processes are mainly concerned about how fairly they are were
treated by the authority concerned (The Police, the lawyers, the judges and the prosecutor), this
is even irrespective of what the outcome of their case is and even more than the delays and the
costs that were involved. Tyler, 2008). Other studies have found out that such people who value
the way they are treated have a higher chance of adhering to the courts final judgments and have
a positive perception of the entire justice system including al the legal authorities. They also
view the law as being unbiased and valid (Tyler, Sherman, Strang, Barnes, & Woods, 2007).

The studies by (Fagan & Tyler, 2005; Hinds, 2007; Murphy, 2015; Reisig & Lloyd, 2009) have
investigated into the area of procedural justice of young people who had interactions with the
police authorities. However, studies that have been conducted to research on the procedural
fairness of the processes that are there in the Court authorities, this includes interactions with
Attorneys at law, however there is only very few amounts of such studies that have been
conducted in this area. One such scarce study was done by Sprott and Greene (2010) where the
study measured the feelings of young offenders on how they were being treated by their
respective judges, prosecutors and their lawyers in the first court session and post judgment.
Here the researchers used a questionnaire briefly asking the participants to with four core
ideologies that inquired firstly about the trustworthiness, secondly, the participation, thirdly, the
objectivity and finally the respect, here the participants used were a mix of post initial hearing
participants post judgment experience holders, and of which 95 participants were post judgment
and 240 participants that were after their first hearing. This research gave way some significant
facts and outcomes that were very important to note, the study determined how the offenders
who were young offenders used in this research. This study has made significant revelations of
how the treatment by actors that were involved in the court room proceedings had an impact on
the perceptions that they held regarding the validity of the entire judicial system. The study
further found that the solidest forecasters of legitimacy of the judicial system were the positive
perceptions of how justly and fairly they were treated by their respective lawyer and the relevant
judges.

In the studies conducted by Bacon-Shone et al. (1995) which primarily focused on young
offenders in Hong Kong and the social roots for Young Offenders. This study found out that
particularly the police, the judges and the court were perceived by the offenders as giving false
labels and attaching a bad social stigma to their individual characters. This view contradicts with
the view that they hold with regard to the rehabilitative personnel that are associated with the
criminal justice system like social workers, out-reach workers and probation officers because
they viewed them as people who gives them support and empathy. This study however does not
focus on the matter at hand that is the clients view and perceptions of the services offered by
their lawyers.

2.2 Fair treatment by Lawyers

However, the studies conducted by Peterson-Badali et al. (2007) specifically concentrated on

finding fair treatment by lawyers. Here the perceptions of youth offenders of how well they felt
they were treated by their respective lawyers were studied in the Court of Young Offenders in
Canada. 47 Subjects were used for this study. Here it is also useful to note that the study founded
a solid and optimistic connection among satisfaction of the said subjects with their Attorney At
Laws and their perception of the fair treatment by the Attorneys of their clients. It is also
interesting to note that the study found out that the clients found no differences between the
treatment by lawyers that are funded by the public and among the lawyers that were self-funded
by the client. The lawyers clients in this study were found to be pleased with the services
offered by their lawyers when they saw, firstly, that the lawyer as a more skilled, who is willing
and capable to do the job and, secondly, if the attorney gave them a variety of ambiguous options
rather than having a single solution for a problem. In the study it was found that the client was
dissatisfied when the they saw that the lawyer was not treating them with due dignity and
respect, and also when they saw that the lawyer is not responsive enough towards their clients.

It can be observed that the role of the lawyer has not been acknowledged in the literature
concerning procedural justice. However, the lawyer to client service satisfaction studies have
been conducted as seen in the studies conducted by OBrien, Pheterson, Wright, & Hostica,
(1977), Nesdale, 1999; Boccaccini & Brodsky, 2002; Alpert & Hicks, 1977; Aalberts, Boyt, &
Seidman, (2002). It is interesting to note that this study reveals that there are numerous features
and aspects that can have an impact on the defendants satisfaction with their Attorneys. Many
of these studies have been conducted in United States of America.
Procedural Justice Theory has been principally and largely applied to legal authorities like the
police and the judges (Paternoster et al., 1997; Sunshine & Tyler, 2003; Tyler, 2001, 2003; Tyler
& Fagan, 2008). However, the lawyers role has not been given enough consideration in these
literatures. This is because the compared to other legal roles and authorities the roleplayed by an
attorney is very discrete to the rest. More insights for the external validation of the procedural
justice theory is provided by investigating into how clients view dealings with their Attorneys.

2.3 Customer Satisfaction

The significance of clients in a lawyers office has been featured by bunches of analysts in the
legal research segments and academicians all around the globe in the context of legal researches.
Top performing lawyers organizations trust that clients are the reason for what they do and they
especially rely upon them as along with the lawyers; lawyers clients are not the wellspring of an
issue with the lawyers and they ought to never make a desire that the lawyers clients ought to
leave in light of the fact that their future and security will put in risk. Significance of customer
satisfaction in the present dynamic lawyers professional workplace is evident as it enormously
impacts clients revisit (for the same lawyer) intensions though disappointment has been viewed
as an essential explanation behind clients expectations to switch to another lawyer. Fulfilled
satisfied clients of lawyers are well on the way to impart their encounters to other five or six
individuals around them. As per Nigel (1995), satisfaction of the clients additionally impacts the
probability of prescribing a brand to buy once more (Crespin-Mazet, and Dontenwill, 2012). It
cultivates dependability to the degree that it is an essential for keeping up an ideal relative
demeanor and for prescribing and revisiting to the same lawyer (Sprott and Greene, 2010). When
clients visit to a lawyer, it cultivates both repurchase and steadfastness towards that (Crespin-
Mazet, & Dontenwill, 2012). In this way, the way to creating steadfastness is to inspire clients to
prescribe a specialist organization to others. Additionally, clients are probably going to prescribe
a specialist organization when they are happy with the item or and when they have an ideal
relative demeanor towards that lawyer (Crespin-Mazet, & Dontenwill, 2012).
2.4 Literature Review on the identified problem areas in customer satisfaction of lawyers
and how they may be remedied

2.4.1 Attorney did not listen clients pleas hurrying the discussion after taking the fees, and
saying Ill handle the case

In a perfect world, Attorneys will really think about Attorney's clients and their issues (Donohoe,
& Brooks, 2007). Now and again Attorneys will battle to get on board by listening to clients
(Acuto, 2010). In any case, in either occasion, Attorney need to show to clients that Attorney do,
actually, mind and listen to the clients (Dalrymple, 2009). Staying away from eye to eye
connection, continually checking Attorney's watch and by and large being pompous will not pass
on the "I'm put resources into Attorney's prosperity" notion (Vora, 2011). Certainly, Attorneys
should scribble down notes by listening to clients (Harris, Edum-Fotwe, & McCaffer, 2013).
Because when Attorney watch somebody as they talk, Attorney get on vital non-verbal signals
from the clients (Briscoe, Dainty, Millett, & Neale, 2004). These non-verbal bits of knowledge
are Attorney's manual for exploring the discussion will be vital and it is important to listen to the
clients (Varns et al, 2009). A look of disturbance (could be about their concern, could be about
Attorney) and sense when Attorney need to mollify Attorney's tone, table a push for more subtle
elements, offer a consoling look (and pass a crate of tissues) or make an inquiry Attorney hadn't
already considered (Acuto, 2014).

Regardless of whether Attorneys are talking with potential or existing clients, recall that they've
come to Attorney (Connell, & Burgess, 2011). Lawyers have just breezed through their limit trial
of being seen as a respectable attorney (Essig, Glas, & Gutsmiedl, 2015). All clients need a
legitimate hotshot on their side by listening to the clients problem (Ahmed Zain & Elabdin
Ahmed 2015). Be that as it may, the ideal opportunity for exhibiting Attorney's legitimate ability
isn't when clients are filling Attorney in on their issues (Donohoe, & Brooks, 2007). All the more
particularly, quit considering what Attorneys will state next issues of client problem (Ballesteros-
Prez, Skitmore, Pellicer, & Gutirrez-Bahamondes, 2016). On the off chance that Attorneys are
doing that, Attorneys are not really tuning in (Dalrymple, 2009). Lawyers are likely making a
hasty judgment about what they will state as opposed to holding up to hear (and watch)
precisely what's new with them (Van der Valk, 2008). Or, on the other hand Attorney think
definitely know the answer for their concern and can hardly wait to hinder to flaunt Attorney's
aptitude (Tran, Huang, Liu, & Ekram, 2011). Perhaps Attorneys are unnerved they'll approach
Attorney an inquiry for which Attorney don't have a clue about the appropriate response, so
Attorney can't concentrate on what they're stating (Hartmann, & Caerteling, 2010). The fact of
the matter is to put Attorney's vitality toward getting into Attorney's client's head, and escape
Attorney's own (Bank, W. 2015).

2.4.2 The Lawyer did not give the client enough time, after taking the fees

Many sorts of attorney misconduct in time include an irreconcilable circumstance with respect to
the attorney (Debnath, Epplin, & Stoecker, 2015). An irreconcilable situation emerges when an
attorney puts individual interests in front of expert obligations to the client (Connell, & Burgess,
2011). The model tenets indicate the potential for irreconcilable situation in various
circumstances (Costa, & Grilo, 2015). In this way, for instance, an attorney who by speaking to
one client antagonistically influences another client has an irreconcilable circumstance and is
liable of misconduct in time (Barrett, 2010). Irreconcilable situation controls additionally restrict
an attorney to go into a business exchange with a client unless the client is completely mindful of
how the exchange will influence his or her legal representation and consents to the exchange in
composing (Duncan, Mortimer, & Hallas, 2007). So also, an attorney is blameworthy of
misconduct in time on the off chance that he or she influences an arrangement with the client for
securing of the book, to film, or media rights to the client's story (Estache, & Iimi, 2011).
Furnishing a client with monetary help likewise brings an irreconcilable situation into the
attorney-client relationship (Behery, Jabeen, & Parakandi, 2014).

In the event that an attorney is identified with another attorney as parent, tyke, kin, or life
partner, that attorney may not speak to a client contrary to the related attorney aside from when
offered agree to do as such by the client (Tracey, & Unger, 2012). This sort of irreconcilable
situation has turned out to be progressively normal as more ladies enter the legal calling and the
quantity of relational unions between attorneys develops. State bar affiliations, for example, that
of Michigan, have held that these rules additionally apply to legal counselors who are living
respectively or dating however are not hitched (Tookey, Murray, Hardcastle, & Langford, 2001).
The potential for irreconcilable circumstance when the contradicting attorneys are hitched or
impractically included is clear (Bichler, Guler, & Mayer, 2015). Envision a lady speaking to a
client in individual damage claim looking for many dollars worth of harms from a maker, with
her better half speaking to the producer (Faughnan, 2007). As a couple, they have a money
related enthusiasm for picking up a substantial settlement from the maker, in this manner giving
the spouse a motivation to lose his case (Brandmeier, & Rupp, 2010). Given this irreconcilable
circumstance, the couple is committed to uncover to their clients the way that they are hitched. In
the event that the clients consent to proceed with the case paying little mind to the irreconcilable
situation, at that point the attorneys may choose to proceed with their portrayal (Duncan,
Mortimer, & Hallas, 2007).

Unique cases of irreconcilable circumstance have emerged in cases including destitute

respondents who must utilize openly gave guard attorneys. In numerous awards, it is viewed as
misconduct in time for an attorney to deny court arrangement as an open administration protector
for a poor client, notwithstanding when a companion's legal partner or firm is included on the
contradicting side of the case (Hawkins, Gravier, & Powley, 2011). Ordinarily, for instance, state
bar affiliations enable a lead prosecutor to indict people protected by accomplices or partners of
the head prosecutor's companion as long as the client is informed of the circumstance;
comparably, they will enable a head prosecutor's mate to safeguard people arraigned by different
individuals from the lead prosecutor's staff (Tawfik Mady, Mady, & Mady, 2014). By and by, in
a 1992 case, Haley v. Boles, 824 s.w.2d 796, the Texas court of appeals found that an
irreconcilable situation gave a court-named attorney grounds to reject arrangement as an open
safeguard for a poor client (Debnath, Epplin, & Stoecker, 2015). The prosecutor was hitched to
the court-designated guidance's law accomplice, making a potential irreconcilable situation. As
indicated by the court's choice, a poor litigant who must depend on an open safeguard has fewer
options for legal portrayal than a respondent who can stand to utilize her or his own particular
attorney (Ferri, Oelze, Habisch, & Molteni, 2016). Subsequently, an attorney who has an
irreconcilable circumstance must have the capacity to decline to speak to a client as an open
safeguard without being accused of misconduct in time, along these lines guaranteeing that the
client gets legal portrayal free of an irreconcilable situation (Duncan, Mortimer, & Hallas, 2007).

2.4.2 Attorney is carelessness when it comes to clients who pay a lower fee, and gives
better treatment for high profile cases
As the model rules indicate, an attorney may be charged with misconduct in carelessness and
disorganizing if she or he commits a criminal act (Zembowicz, 2009). However, not all
violations of the law may result in professional censure (Degraeve, Roodhooft, & Doveren,
2005). According to the Tarantini, Loprieno, & Porta, (2011), a lawyer is professionally
responsible "only for offenses that indicate lack of those characteristics relevant to law practice
(Foreman, 2009). These include violations involving "violence, dishonesty, breach of trust, or
interference with the administration of justice (Dutta, 2010). Nevertheless, violations of the law
may seriously impair an attorney's professional standing (Yeo, & Ning, 2006). Ethical rules also
govern the conduct of attorneys before courts (spring, & Araujo, 2014). Thus, an attorney is
guilty of misconduct in carelessness and disorganizing toward the court if he or she brings a
frivolous, or unnecessary, proceeding to court; makes false statements to the court; offers false
evidence; or illegally obstructs another party's access to evidence (Dzeng, & Lin, 2004). It is also
considered misconduct in carelessness and disorganizing if an attorney attempts to influence a
judge or juror by illegal means, such as bribery or intimidation, or states personal opinions
regarding the justness of a cause or the credibility of a witness (Costa, & Grilo, 2015). Special
rules govern trial publicity as well. These forbid an attorney to make statements outside of court
that will influence a court proceeding. For example, an attorney may not make statements related
to the character, credibility, guilt, or innocence of a suspect or witness in a court proceeding
(Yaqoob, 2014). Attorneys are forbidden to communicate directly or indirectly with a party
represented by another lawyer in the same matter, unless they receive permission from the other
attorney. This law is designed to protect laypersons involved in legal proceedings from possibly
hurting their cases by speaking with the opposing lawyer (Foreman, 2013).

Federal and state laws also define attorney misconduct in carelessness and disorganizing and
empower judges to discipline wayward attorneys. Rule 11 of the federal rules of civil procedure
(28 U.S.C.A.), for example, requires sanctions for lawyers and clients who file frivolous or
abusive claims in court. In a 1989 case, Nasco, Inc. V. Calcasieu television & radio, 124 F.R.D.
120 (W.D. La.), a federal district judge suspended two lawyers and disbarred another for "illegal
and fraudulent schemes and conspiracies" designed to slow a case in court for the benefit of their
client (Edler, & Georghiou, 2007).
Beginning in the late 1980s, attorneys have been required to report the misconduct in
carelessness and disorganizing of other lawyers, with failure to do so considered to be
misconduct in carelessness and disorganizing in itself and resulting in serious disciplinary
measures. A 1989 Illinois supreme court ruling, in re Himmel, 125 ill. 2d 531, 533 n.e.2d 790,
found that attorneys have a duty to report other lawyers' misconduct in carelessness and
disorganizing even when a client has instructed them not to do so. The illinois supreme court
suspended James h. Himmel from the practice of law for one year after he failed to report a
misappropriation of client funds by another lawyer, a violation of rule 1-103(a) of the Illinois
code of professional responsibility. Himmel's failure to report, the court found, had allowed the
offending attorney to bilk other clients as well. The attorney guilty of misappropriating funds
was disbarred (Crespin-Mazet, & Dontenwill, 2012).

Lawyers have also been found guilty of misconduct in carelessness and disorganizing with
regard to the advertising of their services (Xue, Wang, & Lu, 2015). It is legal and ethical for
attorneys to advertise, but if that advertising is false, deceptive, or misleading, makes
unsubstantiated comparisons to another lawyer's services, or proposes means contrary to rules of
professional conduct, the attorney can be charged with misconduct in carelessness and
disorganizing (Brandmeier, & Rupp, 2010). For example, an attorney was disbarred in Maryland
for publishing misleading advertisements soliciting clients for "quickie" foreign divorces and
misrepresenting his competence and knowledge of the law.

2.4.3 The lawyer is not friendly and inapproachable only concerned when taking the
money
Any break of the trust by the lawyer that underlies the association between that lawyer and the
customer can be seen as unfortunate behavior in not neighborly and inapproachable (Song, and
Regan, 2005). For example, a lawyer is frequently called upon to hold or trade money for a
customer, and in this situation, the customer puts a remarkable measure of trust in the lawful
advocate (Epps, and Demangeot, 2013). Any manhandle of the customer's money by the
lawyercalled misappropriation of customer holdsconstitutes a honest to goodness break of
trust and a gross instance of unfortunate behavior in time (Hawkins, Gravier, & Powley, 2011).
This offense fuses taking from the customer, mixing the lawyer's money with that of the
customer, and controlling customer holds without endorsement (Xue, Wang, & Lu, 2015). The
model benchmarks require that advantages given to a lawyer by a customer be kept in a record
disengage from the legitimate instructor's own specific record (Wild, and Zhou, 2011). To ask
customers to instruct their lawyers of every unobtrusive component critical to a case, moral
codes in like manner depend lawyers with sparing the characterization of the information their
customers give them; any powerlessness to do all things considered constitutes offense in time
concerning the lawyer (Foreman, 2014). The law secures lawyer customer mystery with the
administer of lawyer customer benefit, and under not a lot of conditions is it honest to goodness
to break this advantage of protection (Sollish, and Semanik, 2012). The advantage may be denied
to keep the customer from "executing a criminal show that is most likely going to realize
looming destruction or liberal genuine harm"( Sprott and Greene, 2010), or to respond to normal
or criminal systems made by the customer against the lawyer. Except for these unprecedented
cases, only the customer may concede the lawyer customer advantage of security (Ertem,
Buyurgan, and Rossetti, 2010). Benevolent and agreeable contact between a lawyer and a
customer is regularly viewed as a crack of lead (Brandmeier, and Rupp, 2010). Well-disposed
and receptive contact addresses a sensible burst of lawyer customer confide in (Warner, 2011). It
is in like manner an unmistakable beyond reconciliation situation since it can without a lot of an
extend result in the lawyer's putting his or her own particular needs finished those of the
customer, and it makes it troublesome for the lawyer to battle the customer's case fairly (Hamza,
and Greenwood, 2009).

2.5 Chapter Summary

This chapter therefore highlighted on the literature on the concerned areas, namely the criminal
justice Theory, Customer Satisfaction and a literature review on the questions posed in the
questionnaires.
 Chapter Three

3.0. Methodology

3.1. Introduction
This investigation of the exploration methodology takes the devotee through the going with
strategy of this examination. To be sure, it is proposed to give a blueprint of the whole area on
methodology and theory of the exploration. Starting with the examination and its investigation
methodology which charts the surge of the work, assist this Chapter focuses on the helper
segments in reasonable demand with the customers. The examination investigation process is
trailed by the speculative framework and a depiction of elements of the subjective research. The
last portrayal recognizes the components and a while later describes them with a view to
clarifying their (factors') isolate parts in the examination all things considered. Research
framework grasped in this examination relies upon three qualities flexibility, deductive reason
(as against inductive considering) and leading methodology. A free research examination
enables the scientist to get a level of non-change in accordance with custom, for instance, strict
utilization of standards in get-together fundamental data that ruins straightforwardness with
respondents. Whatever is left of the logic area depicts the investigation method and the
explanatory procedures and gadgets that have been grasped in the examination by this
investigator.

3.2 Research Strategy

This examination would grasp the exploratory research framework. Exploratory research
approach is portrayed by three segments; Positivist, Inductive and Qualitative (Xue, Wang, &
Lu, 2015). The inspector would get a handle on an autonomous approach which basically
expects that the expert has a more imperative level of versatility in picking the selection of parts
and their level of usage (Crespin-Mazet, & Dontenwill, 2012). Thusly the specialist would get a
handle on a free-form of interest that wants to set up affiliation and among various parts.
Inductive strategy for thinking or figuring process in this examination system would be esteem
coordinated (Sprott and Greene, 2010). However instructional strategy for thinking would be
kept away from when learning happens is indicated (Xue, Wang, & Lu, 2015). By the day's end
the deductive instinct technique would be coordinated by basically the level of criticalness that
is associated with accessible premises free of the careful idea of most by a long shot of the
examination open concerning the issue now (Briscoe, Dainty, Millett, and Neale, 2004). The
examination framework will be a starting exertion concerning the learning happens for future
purposes by different aces. By the day's end the examination theory of this paper and the related
approach are weaved to pass on some genuine and unique conclusions (Hawkins, Gravier, &
Powley, 2011).

3.3 Sampling Procedure

The example assurance has been done with the direct self-assertive looking at procedure by this
analyst. This since, expert stood up to numerous challenges when taking the information from
the clients by going to Mount-Lavinia Courts, Aluthkade Courts. The total number of
respondents will be 10 and respondents have been identified with the non-probability techniques
for the examination. The survey was finished with the desire of diminishing the level of error in
the investigation/survey true blue in this exploration. Everything considered the past includes 10
locations of inquiries that are wanted to test the level of union or/and uniqueness in the
examination. This creator would have gotten a kick out of the chance to diminish the hostile
impact of the keep going diagram occurs on the conclusions in this examination. It was
moreover a test to choose the level of handle appeared by respondents in understanding the
request (Briscoe, Dainty, Millett, and Neale, 2004). Three suppositions are made in such
manner (Walker, and Hampson, 2003). In the vital event it was relied upon that respondents to
the survey in the examination are indiscriminately snatched from the example people (Crespin-
Mazet, & Dontenwill, 2012). Other than it was required that respondents to the survey are not
especially provoked on the noteworthiness attached to the investigation. Finally, it was
acknowledged that illustration botches are diminished to a base (Hawkins, Gravier, & Powley,
2011).

Table 2. Details of Sample Members

Code Details Offence

R1 38 Traffic Offence
R2 38, Stephan Traffic Offence

R3 46, Chalana Kalugalage (Solicitor) Fraud

R4 26, Joseph Land Disptute

R5 72, S.C Edirisuriya Land

3.4.1 Type of Data-Primary Research

The fundamental research section of this examination involves a survey. It has 15 tends to that
cover the whole hover of the subject, their relationship and the past's impact on the last said. 10
respondents, self-assertively picked, converse with survey has been arranged in a way that any
typical man can get it. No particular words grasped in the survey since this investigation is
associated with clients. Disregarding the way that there were a couple of shortcomings related
with the data gathering process the researcher honed extra care to keep up a key separation from
the larger part of them.

3.4.1.1 Data Collection Method-Interviewing

Data collection is one of the central troubles in any investigation wander. It is the system through
which the finish of people is accumulated and arranged (Crespin-Mazet, & Dontenwill, 2012).
There are various strategies for social occasion data, for instance, interviews, surveys, chronicles
and recognitions give critical information that is used for approach decisions, displaying
methodology, and academic examinations among others (Solanke, and Fapohunda, 2015).
Meeting is a data gathering system in which the researcher demands information verbally or in
the created shape from the respondents (Briscoe, Dainty, Millett, and Neale, 2004). It is the best
way to deal with get to people's acknowledgments, definitions, which means, situation and
improvement of reality, where it incorporates discussing or tending to issues with people to
accumulate data that is un-at risk to be gotten to using techniques, for instance, surveys or
recognitions (Degraeve, et al, 2005). Gatherings are sensible when through and through
information is needed and this sort of information is required remembering the ultimate objective
to fulfill the inspiration driving this examination. Thusly, the meeting research technique will be
followed in this paper (Xue, Wang, & Lu, 2015).

3.4.1.2 Administering the data collection

Here the data will be assembled by the examiner himself, on the court open days. The pro will
pick sporadic people that are inside the Court Complex.

3.5 Research Design

This investigation approach includes basic and assistant research. The examination gets
deductive considering or method of reasoning in its methodology of explanation (Briscoe,
Dainty, Millett, and Neale, 2004). Deductive intuition as the name induces insinuates the
demonstration of making particular surmising from general measures (Hawkins, Gravier, &
Powley, 2011). Toward the day's end, it is tied in with achieving particular or specific
conclusions from general information. Such an investigation approach has its own specific
advantages. For instance, the examination effort could be locked in and orchestrated towards
specific outcomes that have been predefined by the examiner toward the begin. It will moreover
be informative and clear in nature and presentation of results (Crespin-Mazet, and Dontenwill,
2012).

3.6 Data Analysis Methods

Subjective data examination techniques were gotten by the investigator (Crespin-Mazet, &
Dontenwill, 2012). While the examination used more important measure of subjective data
examination, it was done when and where it was more appropriate (Crespin-Mazet, and
Dontenwill, 2012). The subjective data examination part of this examination involved both the
business and the affiliation driven information while the data examination basically included
industry rehearses.

3.6.1 Data Presentation

Graphs will be used to demonstrate the diverse establishments of the unmistakable people. This
will be a topical examination of the data.

3.7 Chapter Summary

Theory part shows the techniques or strategies grasped in this investigation effort. In the primary
event as proposed by this expert the example masses for the survey was made plans to be 10
respondents. It was extended by a helper explore examination. The examination has been
proposed to intertwine the theoretical symptomatic structure as well. The investigation structure
acknowledge the most colossal place in the Chapter in light of the way that the examination has
been assembled in such an approach to show a savvy spill out of the first to the last.

Chapter Four

Data Analysis

4.1 Introduction

This chapter analyses all the data collected by the research, in the initial stage of the research it
analyses the demographic segmentations of the collected data in section A, in the section B, the
interview questions has been analyzed in detail.
 Education
O/L A/L Diploma Degree Post graduate degree Proffesional Qualification

10%
20%
10%

20% 20%

20%

Figure 4.4 Educational background

As per the above analysis professionally degree holders contribute more to this research, they are
total number of respondents is 6. Further O/L completed respondents contributed 1, A/L
completed respondents 2, Professional Qualifications 2, Post graduates 6 contributed to this
research.

Proffession
Self Employed Government sector Semi government Private sector Unemployed

10%

40%

30%

10% 10%
Figure 4.5 Respondents professional qualification

As per the above analysis, the highest contributors of this research would be self-employed. They
have contributed 8 for the research. Government sector employees contributed 2, private sector
respondents contributed 7 and semi government sector employees contributed 1 for the research

4.3 Data Analysis

Questionnaire

1. Did your lawyer listen to your pleas and take your views into account?

R1 Disagree Not listening well because he is having more number cases, therefore,
his concentration towards my case is very much low.

R2 Disagree No, He is very much busy with other leading case, from those cases he
is getting more money.

R3 Disagree Very low, he not only to me he is not giving attention to any of his
clients. He is more concern on the lawyer fee

R4 Disagree No, He is dragging the case for long, therefore his lawyer fee will
increase gradually

R5 Disagree He is not, I am very much disappointed with my lawyer

R6 Disagree Not listening admirably on the grounds that he is having more number
cases, along these lines, his focus towards my case is especially low

R7 Disagree Low, he not exclusively to me he isn't offering consideration regarding

any of his customers. He is more worry on the legal counselor expense

R8 Agree Yes, he is listening well and also he is having more number cases, still,
his concentration towards my case is very much high.
R9 Agree High, he is exclusively to me he is offering consideration regarding my
cases. He is not worry on the legal counselor expense

R10 Agree Yes, he is listening well and also he is having number cases, still, his
concentration towards my case is very much high.

2. Did he hurry the discussion to take the fees?

R1 Disagree Yes, he is very much hurry, therefore, we will lose the trust on the
lawyers

R2 Disagree Yes, he is more concern about the money, before he is listening to the
case he is talking about the lawyer fee

R3 Disagree Truly, he is more worry about the cash, before he is tuning in to the case
he is discussing the legal advisor charge

R4 Disagree I am not happy with him, because he is so much concern about the
money than my court case

R5 Disagree Truly, he is especially hustle, in this way, we will lose the trust on the
legal advisors

R6 Disagree I am not content with him, since he is such a great amount of worry
about the cash than my court case

R7 Disagree Yes, he is very much hurry, therefore, we will lose the trust on the
lawyers

R8 Agree No, he is not hurry for the lawyer fees, therefore, I will not lose the
trust on the lawyers

R9 Agree No, I am happy with him, because he is so much concern about the my
court case than money
R10 Agree No, he is not hurry for the lawyer fees, therefore, I will not lose the
trust on the lawyers

3. Is he boisterous saying hes the one who is handling the case and not to argue with him as to
what has to be done? Relate?

R1 Disagree Yes, he is so boisterous saying hes the one who is handling the case
and not to argue with him as to what has to be done. as compared with
other lawyers, all are telling the same story

R2 Disagree Truly, he is so clamorous saying he's the person who is taking care of
the case and not to contend with him in the matter of what must be
finished. as contrasted and different legal counselors, all are recounting
a similar story

R3 Disagree Yes, this is a very common practice of all the lawyers, therefore, I lost
the trust of the most of the lawyers

R4 Disagree Indeed, this is an exceptionally normal routine with regards to every one
of the attorneys, in this manner, I lost the trust of the majority of the
legal advisors

R5 Disagree Yes, he is so boisterous saying hes the one who is handling the case
and not to argue with him as to what has to be done. as compared with
other lawyers, all are telling the same story

R6 Disagree Truly, he is so clamorous saying he's the person who is taking care of
the case and not to contend with him in the matter of what must be
finished. as contrasted and different legal counselors, all are recounting
a similar story

R7 Disagree Indeed, this is an exceptionally normal routine with regards to every one
of the attorneys, in this manner, I lost the trust of the majority of the
 legal advisors

R8 Agree No, he is not so boisterous saying hes the one who is handling the case
and not to argue with him as to what has to be done.

R9 Agree No, he is not clamorous saying he's the person who is taking care of the
case and not to contend with him in the matter of what must be finished.
as contrasted and different legal counselors.

R10 Agree No, he is not so boisterous saying hes the one who is handling the case
and not to argue with him as to what has to be done.

4. Did the lawyer give you enough time after taking the fees? Was it how he treated you before
getting the fees?

R1 Disagree No, the lawyer did not give enough time after taking the fees and it Was
how he treated me before getting the fees

R2 Disagree No, the legal counselor did not give enough time in the wake of taking
the expenses and it Was the means by which he treated me before
getting the charges

R3 Disagree No, lawyers not giving me enough time, they are so busy with big cases,
because they get more money from those cases.

R4 Disagree No, legal advisors not giving me enough time, they are so occupied with
huge cases, since they get more cash from those cases.

R5 Disagree No, the lawyer did not give enough time after taking the fees and it Was
how he treated me before getting the fees

R6 Disagree No, the legal counselor did not give enough time in the wake of taking
the expenses and it Was the means by which he treated me before
getting the charges
R7 Disagree No, legal advisors not giving me enough time, they are so occupied with
huge cases, since they get more cash from those cases.

R8 Agree Yes, the lawyers give me enough time after taking the fees and it Was
how he treated me before getting the fees too

R9 Agree Yes, the legal counselor give enough time in the wake of taking the
expenses and it Was the means by which he treated me before getting
the charges

R10 Agree Truly, the lawful guide give enough time in the wake of taking the costs
and it Was the methods by which he treated me before getting the
charges

5. Do you think lawyers are more attentive to high profile cases that pay them higher?

R1 Disagree Yes, lawyers are more attentive to high profile cases that pays them
higher

R2 Disagree Yes, He is very much busy with other leading case; from those cases he
is getting more money.

R3 Disagree Yes, he is not only to me he is not giving attention to any of his clients.
He is more concern on the lawyer fee

R4 Disagree Yes, legal advisors not giving me enough time, they are so occupied
with huge cases, since they get more cash from those cases.

R5 Disagree Yes, lawyers are more attentive to high profile cases that pays them
higher

R6 Disagree Yes, legal advisors not giving me enough time, they are so occupied
with huge cases, since they get more cash from those cases.
R7 Disagree Yes, He is very much busy with other leading case, from those cases he
is getting more money

R8 Agree No, lawyers are more attentive to my case and they give parallel
attention to high profile cases too

R9 Agree No, legal advisors are more mindful to my case and they give parallel
thoughtfulness regarding prominent cases as well

R10 Agree No, lawyers are more attentive to my case and they give parallel
attention to high profile cases too

6. Do you think they pay less attention when it comes to poorer clients, and therefore the poorer
clients are deprived of proper justice?

R1 Disagree Yes, Lawyers pay less attention when it comes to poorer clients, and
therefore the poorer clients are deprived of proper justice

R2 Disagree Indeed, Lawyers give careful consideration with regards to poorer

customers, and in this way the poorer customers are denied of
appropriate equity

R3 Disagree Yes, Lawyers pay less attention when it comes to poorer clients, and
therefore the poorer clients are deprived of proper justice

R4 Disagree Yes, lawyers are more attentive to high profile cases that pays them
higher

R5 Disagree Yes, He is very much busy with other leading case, from those cases he
is getting more money

R6 Disagree Indeed, Lawyers give careful consideration with regards to poorer

customers, and in this way the poorer customers are denied of
appropriate equity
R7 Disagree Truly, he is so clamorous saying he's the person who is taking care of
the big cases and not to contend with him in the matter of what must be
finished. as contrasted and different legal counselors, all are recounting
a similar story

R8 Agree No, Lawyers pay similar attention when it comes to poorer clients as
well as high class clients, therefore the poorer clients are not deprived of
proper justice

R9 Agree No, Lawyers give careful consideration with regards to poorer

customers and in addition high class customers, subsequently the poorer
customers are not denied of legitimate equity

R10 Agree No, Lawyers pay similar attention when it comes to poorer clients as
well as high class clients, therefore the poorer clients are not deprived of
proper justice

7. Do you think that some lawyers are not friendly and not customer centric, and therefore loose
many clients?

R1 Disagree Yes, some lawyers are not friendly and not customer centric, and
therefore loose many clients

R2 Disagree Truly, a few legal counselors are not neighborly and not client driven,
and subsequently free numerous customers

R3 Disagree Yes, some lawyers are not friendly and not customer centric, and
therefore loose many clients

R4 Disagree Yes, none of the lawyers give careful consideration with regards to
poorer customers and in addition high class customers, subsequently the
poorer customers are not denied of legitimate equity
R5 Disagree Truly, a few legal counselors are not neighborly and not client driven,
and subsequently free numerous customers

R6 Disagree Yes, some lawyers very much busy with other leading case, from those
cases he is getting more money

R7 Disagree Yes, some lawyers are not friendly and not customer centric, and
therefore loose many clients

R8 Agree No, lawyers are friendly and very much customer centric, and therefore
they do not loose clients

R9 Agree No, legal counselors are agreeable and especially client driven, and in
this way they don't free customers

R10 Agree No, lawyers are friendly and very much customer centric, and therefore
they do not loose clients

8. In your opinion do you think lawyers are inapproachable once the payment has been done?

R1 Disagree Yes, lawyers are inapproachable once the payment has been done

R2 Disagree Indeed, legal counselors are inapproachable once the installment has
been finished

R3 Disagree Yes, he is not only to me he is not giving attention to any of his clients.
He is more concern on the lawyer fee

R4 Disagree Indeed, he isn't just to me he isn't offering consideration regarding any

of his customers. He is more worry on the legal advisor expense

R5 Disagree Yes, lawyers are inapproachable once the payment has been done

R6 Disagree Indeed, legal counselors are inapproachable once the installment has
been finished
R7 Disagree Lawyers are not friendly and not customer centric after getting the
money, and therefore loose many clients

R8 Agree No, lawyers are not inapproachable once the payment has been done

R9 Agree No, legal counselors are inapproachable once the installment has been
finished

R10 Agree No, lawyers are not inapproachable once the payment has been done

9. Do you think in general lawyers only think about the money factor? The general societies
view is that lawyers are money centric

R1 Disagree Yes, lawyers only think about the money factor and the general societies
view is that lawyers are money centric

R2 Disagree Truly, legal counselors just consider the cash factor and the general
social orders see is that attorneys are cash driven

R3 Disagree Yes, some lawyers are not friendly and money centric, and therefore
loose many clients

R4 Disagree Indeed, a few legal advisors are not well disposed and cash driven, and
subsequently free numerous customers

R5 Disagree Yes, lawyers only think about the money factor and the general societies
view is that lawyers are money centric

R6 Disagree Truly, legal counselors just consider the cash factor and the general
social orders see is that attorneys are cash driven

R7 Disagree Yes, lawyers only think about the money factor and the general societies
view is that lawyers are money centric

R8 Agree No, lawyers only think about the money factor and the general societies
 view is that lawyers are not money centric

R9 Agree No, attorneys just consider the cash factor and the general social orders
see is that legal counselors are not cash driven

R10 Agree No, lawyers only think about the money factor and the general societies
view is that lawyers are not money centric

10. Do you think that the entire legal system itself paves way to this? where the richer criminal
can get away by hiring top lawyers?

R1 Disagree Yes, entire legal system itself paves way to this and where the richer
criminal can get away by hiring top lawyers

R2 Disagree Truly, whole lawful framework itself clears path to this and where the
wealthier criminal can escape by procuring top legal counselors

R3 Disagree Yes, entire legal system itself paves way to this and where the richer
criminal can get away by hiring top lawyers

R4 Disagree Truly, whole lawful framework itself clears path to this and where the
wealthier criminal can escape by procuring top legal counselors

R5 Disagree Really, entire legitimate system itself clears way to this and where the
wealthier criminal can escape by securing top lawful advocates

R6 Disagree Really, entire legitimate system itself clears way to this and where the
wealthier criminal can escape by securing top lawful advocates

R7 Disagree Yes, entire legal system itself paves way to this and where the richer
criminal can get away by hiring top lawyers

R8 Agree No, entire legal system itself not paves way to this and where the none
of the richer criminal can get away by hiring top lawyers
R9 Agree No, whole legitimate framework itself not clears route to this and where
the none of the wealthier criminal can escape by contracting top legal
advisors

R10 Agree No, entire legal system itself not paves way to this and where the none
of the richer criminal can get away by hiring top lawyers

Summary of Key findings

As per the above data 10 questionnaires has been analyzed and 10 respondents has been selected.
As per the findings it shows most of the clients says that they are not happy with their lawyers
because of the reasons such as lawyers not listen to the clients pleas and not take the clients
views into account, lawyers are hurry to take the fees, lawyers are boisterous saying hes the one
who is handling the case and not to argue with him as to what has to be done, lawyers are more
attentive to high profile cases that pays them higher, lawyers pay less attention when it comes to
poorer clients, and therefore the poorer clients are deprived of proper justice, some lawyers are
not friendly and not customer centric, and therefore loose many clients, lawyers are
inapproachable once the payment has been done, general lawyers only think about the money
factor, The general societies view is that lawyers are money centric, the entire legal system itself
paves way to this where the richer criminal can get away by hiring top lawyers. These factors has
70% of the respondents are negative and 30% of the respondents are positive.

Chapter Five

5.1 Executive Summary

The research talks about the customer satisfaction on attorneys the research area is based on the
four major areas, which are The Attorney didnt listen to the clients pleas he was only
concerned with taking the lawyer fees and fast-forward the discussion process to get the money,
He often says, Ill handle the case, the second key areas is that the Lawyer did not give clients
enough attention, after taking the fees and the third key area is that the more money the better
treatment given by the lawyer like the high attention given in high profile cases, and careless and
less attentive to other cases and the final area is that the lawyer is not friendly and
inapproachable only concerned when taking the money. However, as per the analysis, 70% of the
respondents recorded negative and 30% of the clients positive.

Area/ Concept of the Study

The area and the concept of the study will be that the Attorney didn't tune in to the customer's
requests he was just worried about taking the legal counselor expenses and quick forward the
discourse procedure to get the cash therefore, the customer satisfaction will be low, further
lawyers, regularly says, I'll handle the case, the second key zones is that the Lawyer did not give
customers enough consideration therefore, again customer satisfaction will be reduced, in the
wake of taking the charges and the third key zone is that the more cash the better treatment given
by the legal advisor like the high consideration given in prominent cases, again this will have an
impact on the customer satisfaction.

Indicative Research Problem

The concentration of the research examination problem will be all on the assessments of
procedural reasonableness that are subjective estimations and assessments, and a target
assessment and estimation of the legal advisor's administration arrangements, and as indicated by
the customer whether the legal counselor gives their greatest potential, regardless of whether
they are more agreeable or not or more enslaved. Therepfore, the Client Satisfaction of legal
counselors in the Mt.Lavinia Courts jurisdiction and the regular oversights completed by legal
advisors in the Mt.Lavinia Courts jurisdiction will be two major objectives of this research. As
per the specialists directed one might say that there have been no examinations led in regards to
the customer satisfaction of legal counselors in the Mt. Lavinia Courts.

Objectives

There are two fundamental reasons why investigate into this zone is vital. One is to research of
client/client satisfaction of lawyers in the Mt.Lavinia Courts jurisdiction. For a reasonable and
just judgment or determination to be accomplished a decent portrayal by the legal counselor is
required. If not the customers real ideal to appropriate lawful portrayal isn't met that undermines
extraordinarily the rights given through the constitution. Along these lines, this examination will
be critical for the legal counselors of in the Mt.Lavinia Courts as well as the legal advisors
rehearsing in different regions too. It can be utilized to think past the calling to instill appropriate
advancements into the procedures and to the attorney's chambers and dealings itself and enhance
benefit quality and in this way customer fulfillment. Besides, this exploration can likewise be
utilized as a part of other further looks into and furthermore can be utilized as a part of law
instructing foundations, to get the pragmatic issues and how better to serve the customer into
future attorneys.

Second, is to find out the common mistakes and to propose strategies in order to increase client
satisfaction the part of an Attorney in a criminal strategy is starkly unique in relation to the parts
of other legitimate parts in the Criminal Justice System (Ex: Courts, Police) as Attorneys don't
qualify as a lawful Authority. As indicated by (Aalberts, Boyt, and Seidman, 2002) on the
grounds that the Attorneys part is to defend the privileges of the customer while the part of other
lawful specialists is to implement the laws that are under the requests of the state. Henceforth
components of procedural equity and reasonableness are critical for the legal counselor customer
relationship than in cooperation with other lawful bodies (Peterson-Badali et al., 2007, p. 378).
Thirdly, in light of the fact that as indicated by the investigations of Peterson-Badali et al the
customer's impression of their Attorneys have hindrances for their subsequent mentalities
towards the other legitimate bodies too that goes about as a chain response.

Methodology

This research will be based on the qualitative research and the research strategy will be deductive
rationale and the research philosophy will be based on the interpretivist method.

Key Findings

As per the research findings, 70% of the researchers are not favor of the tested factors and 30%
of the respondents are positive. As per the findings, the business relation with lawyer and client
does not show a proper strength, one more issue respectably and dependably legitimate
specialists focus and tune in to the issues if the payments are higher, if the lawyer fees are lesser
they give only less concentration. Regardless of these cases are all the more precariously viewed
the legal advisor or tended to by the lawful advice with the gages and vital quality and regard are
more focus towards the money. In any case, it is the devotion of the court to oversee them in a
separating soul, and to be watchful and valuable for the two social affairs, to see that sureness in
this manner honest to goodness experts ought not to be used to the mischief or inclination of the
upsides of the party giving it. The relationship of client and legitimate teacher is one of time,
confining a lawful direction to the most senseless great trust in dealing with his client by tuning
in to his cases. In the arrival of that time, a legitimate supporter must act with complete
conventionality, regard, reliability, unfaltering quality, and responsibility in each and every one
of his dealings with his client. A honest to goodness expert is held to strict commitment as for
the execution and attestation of those pro duties and for a break or encroachment thereof, the
client may consider the legitimate guide subject watchful.

5.2 Conclusion

The key achievements of this research is based on the two objectives of the research, the first
objective has been achieved by the researcher by thorough literature review and the interviews,
as per the findings researcher can summarize that every customer requires time under no
obligation with respect to report, and truly, all customer time have been related and paid as
required.

The second objective has been achieved by the researcher by again thorough literature review
and the interviews, as per the findings researcher can summarize that, legal instructors should
give much time to us to keep up a key partition from specific antagonistic condition. A burst of
such duties of time might be cured through an inconvenience making development in such
conditions going in close district to this piece.

5.3 Recommendations

Recommendation One - It is aphoristic that a lawful advisor cannot continue tending to a client
for a circumstance in nullification of that client's express course paying little regard to what may
be normal. Therefore, lawyers must pay solid attention to all clients high class to low class, and
his guide may hold the trust of the clients, further, lawyers must keep a record of all the
payments. After getting the payment lawyers need to give more attention to the clients
Recommendation two Lawyers should give genuine guide to the clients rapidly lawyers must
be more cooperative and listen more to the clients pleas and give more time for them.
Regardless, as changes in the court should be updated to the clients. Further, lawyers should
update the achievements of the case time to time to enhance the satisfaction; a lawyer may
rapidly pass on to the client any central focuses of the client cases.

Recommendation three The legal justice system must give more loops for poorer people so
that they are in equal standing and not deprived of justice as it has been proven in the study that
richer criminals can get away from liabilities by hiring top lawyers and Lawyers should give the
case reports to the clients in order to keep a better relationship in the state where to meet the
genuine relationship

5.4 Limitations and suggestions for further research

The major limitation of this research will be, this research has taken only 10 samples and ten
questions. The further research can be done with more number of samples and taken
international level clients

5.5 Abstract

The concept of this research ought to practically surrender saying that trust is major to a
proceeding and appropriate lawful advocate customer relationship. In any case, acting with trust
can challenge for the lawyers particularly firm learning is both unavoidably fit to the customer.
Strangely, gigantic amounts of the legal consultants are more conern about the lawyers fees but
less attention for the cases. Research displays that place stock in increments with utilize of
lawyers fees. Certainly, by indicating trust, honest to goodness manage are no doubt going to
trigger an unavoidable cycle where the general population who have been trusted feel moved to
act reliable with the lawyers. The concept can in like way be considerable if the lawyers satisfy
the clients.

The purpose of this research worked with a legal guide who never treated outside appeal with
trust of the customers. In actuality, even minor slip-ups were met with assertions of ghastly
target, and lawyers twofold and triple checked everything before update to the customer. Further,
the purpose of the research require some venture before her outside course either began to satisfy
her serious needs or just declined to work with her, elucidating issues for the affiliation. A near
to firm accessory of mine attested the staggering idea of this dynamic on inspiration saying,
"Imagining that in-house direct will heave legal guide under the customer satisfaction makes it
preposterous to do honest to goodness instructor's best work." Trusting practices that help a
moved and pulled in legitimate specialist meld going about as though legal counselor believes in
their uprightness, health, and consistent quality.

The methodology of the research attempt to work with respect of customer satisfaction, to really
tune in with the lawyers, and dispose of consistent unimportance. This research will be based on
the qualitative research and the research strategy will be deductive rationale and the research
philosophy will be based on the intepretivist method Legal aides who feel disliking the lawyers
with those that they work with not just experience expanded thriving, they are basically more
slanted to be secured and moved. Each of the honest to goodness guides investigated for this
article affirmed this was generous for them. One imperative law office aide communicated,
"Feeling like I am helping individuals I regard and consider impacts me to need to work harder."
Another felt that "the individual affiliations I have with customers are the most remunerating
thing about my activity." Similarly, director comprehension of a general affiliation finds that
treating his outside legal advisors with what he avoids to as "confide in, regard and TLC"
impacts them to work harder for him and pass on better work. Research will in all likelihood
secure for individuals that we like. Get this going by focusing on the possibility of legal guide's
organized endeavors. Since we make speedy judgments in light of verbal and non-verbal data,
even little minutes can essentially impact feeling related and directed to. Lawful guide customer
affiliations that are persistent of both in-house and law office control extremely matter. Begin
today to develop more positive affiliations. By doing everything considered honest to goodness
direct won't just lift legal advocate achievement, however get the subsequent ace points of
interest of expanded engagement, inspiration, and execution.

The practical implication of this research will be that, enhancing customer satisfaction. In order
to enhance the customer satisfaction lawyers must keep better relationship with the lawyers and
should not be money centric. Most of the concerns of the respondents are more concern about the
lawyers fee.
References

Appendices

Questionnaire

11. Did your lawyer listen to your pleas and take your views into account? relate
12. Did he hurry the discussion to take the fees?
13. Is he boisterous saying hes the one who is handling the case and not to argue with him as to
what has to be done? Relate?
14. Did the lawyer give you enough time after taking the fees? Was it how he treated you before
getting the fees?
15. Do you think lawyers are more attentive to high profile cases that pays them higher?
16. Do you think they pay less attention when it comes to poorer clients, and therefore the poorer
clients are deprived of proper justice?
17. Do you think that some lawyers are not friendly and not customer centric, and therefore loose
many clients?
18. In your opinion do you think lawyers are inapproachable once the payment has been done?
19. Do you think in general lawyers only think about the money factor? The general societies
view is that lawyers are money centric
20. Do you think that the entire legal system itself paves way to this? where the richer criminal
can get away by hiring top lawyers?