Advanced Search
MyIDEAS: Login

Service Quality Of Members Of Accounting Profession: The Relationship Between Servis Quality To Costumer Satisfaction Eskä°Åžehä°R Application

Contents:

Author Info

  • Kerim Banar
  • Vedat Ekergil

    ()
    (Anadolu University)

Registered author(s):

    Abstract

    The aim of this study is analyze the relationship between the quality of the services provided by accounting profession members and customer satisfaction by means SERVQUAL scale. The sample of the study is the companies based in EskiÅŸehir which have bought services from certified public accountants and public accountant. A factor analysis through SPSS was performed on a total of 269 questionnaires out of 1672 sent to the companies via the Internet and the dimensions of service quality were therefore determined. It was found that the quality of the service received from accounting profession members by the companies in Eskisehir, Turkey yielded a positive impact on customer satisfaction in terms of reliability, empathy and physical qualities. Considering the components of the service quality dimensions influencing customer satisfaction, it was concluded that members of accounting profession did not have sufficient knowledge about accounting and the sectors of their customers and that they proved insufficient in establishing a communication with their customers.

    Download Info

    If you experience problems downloading a file, check if you have the proper application to view it first. In case of further problems read the IDEAS help page. Note that these files are not on the IDEAS site. Please be patient as the files may be large.
    File URL: http://www.anadolu.edu.tr/arastirma/hakemli_dergiler/sosyal_bilimler/pdf/2010-1/2010_01_03.pdf
    Download Restriction: no

    Bibliographic Info

    Article provided by Anadolu University in its journal Anadolu University Journal of Social Sciences.

    Volume (Year): 10 (2010)
    Issue (Month): 1 (January)
    Pages: 39-60

    as in new window
    Handle: RePEc:and:journl:v:10:y:2010:i:1:p:39-60

    Contact details of provider:
    Postal: Yunus Emre Kampusu 26470, Eskişehir
    Phone: (90) (222) 335-0580 x 2743
    Fax: (90) (222) 320-1304
    Email:
    Web page: http://www.anadolu.edu.tr/akademik/birim/genelBilgi/205/3429/1
    More information through EDIRC

    Related research

    Keywords: Service quality; Customer satisfaction; Customer loyalty; Professional Accountants; Certified Public Accountant (CPA); SERVQUAL.;

    Find related papers by JEL classification:

    References

    No references listed on IDEAS
    You can help add them by filling out this form.

    Citations

    Lists

    This item is not listed on Wikipedia, on a reading list or among the top items on IDEAS.

    Statistics

    Access and download statistics

    Corrections

    When requesting a correction, please mention this item's handle: RePEc:and:journl:v:10:y:2010:i:1:p:39-60. See general information about how to correct material in RePEc.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: (Social Sciences Institute).

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If references are entirely missing, you can add them using this form.

    If the full references list an item that is present in RePEc, but the system did not link to it, you can help with this form.

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your profile, as there may be some citations waiting for confirmation.

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.