The effect of service quality on customer satisfaction in accounting professionals: A case of Tokat province

Accountants, who are essentially a service business, should focus on service quality and customer satisfaction just like other businesses. In particular, just because of accountant act as a mediator in taxpayer's relations with the state and a tiniest mistake may cause to serious penalties, accountants have to pay maximum attention to their services. This attention can be explained by the quality of service and the result of this attention can be explained by customer satisfaction. In this study, the effect of service quality of professional accountants on customer satisfaction was demonstrated by a study conducted with 378 participants in Tokat province. The findings of the study show that the service quality perception and satisfaction level of the participants are high. In addition, female taxpayers' service quality perception and satisfaction level were higher than male payers. In addition, service quality perception and customer satisfaction level increase as the frequency of meeting with accountant increases. There is a positive relationship between customer satisfaction and service quality. In addition, the quality of service strongly predicts customer satisfaction. In the light of the findings obtained from the research, it is suggested that accountants should focus on the service quality in order to ensure customer satisfaction, as well as to communicate more with their customers.