A research on determining the service quality of accounting professionals

Service quality reflects the extent to which customers' needs are met with the feedback they have given as a result of the services they have received. Service quality, which has come into prominence in many sectors recently, is also very important for accounting professionals. There is a need to measure service quality in order to continuously increase service quality and improve customer satisfaction. There are many tools used to measure service quality. One of them is the SERVQUAL method developed by Parasuraman et al. This method offers the opportunity to measure the expected and perceived service quality together. The aim of this study is to determine the service quality of accounting professionals in Malatya and Elazig provinces and the factors affecting service quality and to examine the effect of service quality on customer satisfaction. The sample of the research consists of 403 business owners/partners or managers with tax liability. A sociodemographic information form, SERVQUAL scale and a single-question customer satisfaction questionnaire were applied to the participants. According to the results of the research, significant differences were observed between the demographic characteristics of the customers and the expectations and perception sections of the service quality offered by the professionals. In addition, it has been determined that there is a difference between the expectation and perception sections of the service quality, the perceptions of the customers do not meet their expectations. On the other hand, the customers generally gave a positive opinion on the question in which customer satisfaction is measured. Keywords: Accountanting Professional, Service Quality, SERVQUAL