The Relationship Of Service Quality To Client Satisfaction In An Accounting Firm Setting

Autor:	Carl Saxby, Craig R. Ehlen, Timothy R. Koski
Rok vydání:	2011
Předmět:	Service quality SERVQUAL business.industry Scale (social sciences) Customer satisfaction Accounting Sample (statistics) Business Marketing Accounting firm
Zdroj:	International Business & Economics Research Journal (IBER). 2
ISSN:	2157-9393 1535-0754
DOI:	10.19030/iber.v2i3.3777
Popis:	This paper presents the results of a study using the marketing-based SERVQUAL scale to examine the relationship between service quality and client satisfaction in an accounting firm setting. Using a sample of 154 clients, we confirm that service quality is positively related in clients satisfaction with their accounting firm. More importantly, we examine the individual dimensions of service quality to provide insight into specific steps accounting firms can take to increase client satisfaction.
Databáze:	OpenAIRE
Externí odkaz:	https://explore.openaire.eu/search/publication?articleId=doi_________::ef0bf57e9f7f06e61f45f02299618e32 https://doi.org/10.19030/iber.v2i3.3777 Zobrazit plný text záznamu