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Journals / Kocaeli Üniversitesi Sosyal Bilimler Dergisi / 2011 / Sayı: 22

MUHASEBE MESLEK MENSUPLARININ SUNDUKLARI HİZMETİN KALİTESİNİ DEĞERLENDİRMESİ VE ÖRNEK BİR UYGULAMA

Erol Ustaahmetoğlu
Mustafa Savci
Pages
168–184
Publication Date
2011-12-01
DOI
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AI Summary & Key Takeaways

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

Accountants evaluated their services that were superior quality with responsiveness and empathy but along the other dimensions of the SERVQUAL scale, perception and expectation were equal

📌 3 Key Takeaways

🎯
Objective & Hypothesis:The purpose of this research is to explore the gap between account service quality perception and expectation of accounting office through accountant‟s evaluation of the office services.
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Key Findings & Data:The research was conducted using primary data from 55 accounting office in 2011.
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Conclusion & Impact:Accountants evaluated their services that were superior quality with responsiveness and empathy but along the other dimensions of the SERVQUAL scale, perception and expectation were equal
🔬Design:Research Article
📍Scope:2011 Verileri
⚙️Variables:SERVQUAL · Hizmet kalitesi · Muhasebeci

Abstract

The purpose of this research is to explore the gap between account service quality perception and expectation of accounting office through accountant‟s evaluation of the office services. The perceptions and expectations of the accounting office in RİZE was measured by using the SERVQUAL scale. The five dimensions of the SERVQUAL scale, tangibility, reliability, responsiveness, assurance and empathy, were used to measure the service quality of accounting office. The research was conducted using primary data from 55 accounting office in 2011. Accountants evaluated their services that were superior quality with responsiveness and empathy but along the other dimensions of the SERVQUAL scale, perception and expectation were equal

Özet

Araştırmanın amacı muhasebe bürolarında sunulan hizmetlerinin algılanan ve beklenen hizmet kalitesi arasındaki boşluğun muhasebeciler tarafından nasıl algılandığının ortaya çıkarılmasıdır. Rize‟de faaliyet gösteren muhasebe bürolarının algılama ve beklentileri SERVQUAL modeli kullanılarak ortaya çıkarılmıştır. Muhasebe büroları hizmet kalitesi ölçümünde fiziksel güvenirlilik heveslilik güven ve empati boyutlarından oluşan SERVQUAL ölçeği kullanılmıştır. Veriler birincil veri olarak 2011 yılında 55 muhasebe bürosundan toplanmıştır. Muhasebe meslek mensupları sundukları muhasebe hizmet algılamalarında heveslilik ve empati boyutlarında kendilerini daha üstün kalitede algılarken diğer boyutlarda algıladıkları hizmet ile sundukları hizmetin birbirine eşit olarak algılamaktadırlar

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Cite This Article

Ustaahmetoğlu, E., Savci, M. (2011). MUHASEBE MESLEK MENSUPLARININ SUNDUKLARI HİZMETİN KALİTESİNİ DEĞERLENDİRMESİ VE ÖRNEK BİR UYGULAMA. Kocaeli Üniversitesi Sosyal Bilimler Dergisi, Sayı: 22, 168–184. https://ajindex.com/articles/69230

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