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Journals / Anadolu Üniversitesi Sosyal Bilimler Dergisi / 2010 / Cilt: 10 - Sayı: 1

Service quality of members of accounting profession: The relationship between servis quality to costumer satisfaction Eskişehir application

Muhasebe meslek mensuplarının hizmet kalitesi: Sunulan hizmetlerin kalitesi ile müşteri memnuniyeti ilişkisi Eskişehir uygulaması

Kerim BANAR
Vedat EKERGİL
Pages
39–59
Publication Date
2022-10-11
DOI
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AI Summary & Key Takeaways

AI Insight
⚡ TL;DR(Too Long; Didn't Read)

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.

📌 3 Key Takeaways

🎯
Objective & Hypothesis: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.
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Key Findings & Data: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.
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Conclusion & Impact: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.
🔬Design:Survey & Empirical Study
📍Scope:Comprehensive Sample
⚙️Variables:Domain Parameters

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 Eskişehir 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.

Özet

Çalışmada, muhasebe meslek mensuplarının sundukları hizmetlerin kalitesi ile müşteri memnuniyeti arasındaki ilişki SERVQUAL ölçeğinden yararlanılarak çözümlemeye çalışılmaktadır. Bu çalışmada merkezi Eskişehir’de bulunan ve serbest muhasebeciler (SM) ile serbest muhasebeci mali müşavirlerden (SMMM) hizmet satın alan işletmeler evren olarak kabul edilmiştir. İnternet üzerinden işletmelere gönderilen 1672 anketten 269 anket SPSS üzerinden faktör analizi yapılarak hizmet kalitesinin boyutları tespit edilmiştir. Eskişehir’deki işletmelerin muhasebe meslek mensuplarından aldıkları hizmet kalitesinin; güvenilirlik, empati ve fiziksel özellikler boyutlar bakımından müşteri memnuniyetini olumlu yönde etkilediği belirlenmiştir. Müşteri memnuniyetini etkileyen hizmet kalitesi boyutlarının bileşenleri incelendiğinde, muhasebe meslek mensuplarının muhasebe ve müşterilerinin sektörleri hakkında yeterli bilgiye sahip olmadıkları ve müşterileri ile iletişim kurmada zayıf oldukları sonucuna ulaşılmaktadır.

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Cite This Article

BANAR, K., EKERGİL, V. (2022). Service quality of members of accounting profession: The relationship between servis quality to costumer satisfaction Eskişehir application. Anadolu Üniversitesi Sosyal Bilimler Dergisi, Cilt: 10 - Sayı: 1, 39–59. https://ajindex.com/articles/438943

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