Muhasebe meslek mensuplarının hizmet kalitesinin belirlenmesine yönelik bir araştırma
Küçük Resim Yok
Tarih
2023
Yazarlar
Dergi Başlığı
Dergi ISSN
Cilt Başlığı
Yayıncı
İnönü Üniversitesi
Erişim Hakkı
info:eu-repo/semantics/openAccess
Özet
Hizmet kalitesi, müşterilerin almış oldukları hizmetlerin sonucu olarak, yapmış oldukları geri dönüşlerle ihtiyaçlarının hangi ölçüde karşılandığını yansıtmaktadır. Son dönemlerde birçok sektörde önem kazanan hizmet kalitesi, muhasebe meslek mensupları açısından da oldukça önemlidir. Hizmet kalitesinin sürekli artırılmaya çalışılması ve müşteri memnuniyetinin geliştirilmesi amacıyla hizmet kalitesinin ölçülmesi ihtiyacı doğmaktadır. Hizmet kalitesini ölçmek için kullanılan birçok araç bulunmaktadır. Bunlardan biri Parasuraman ve arkadaşlarının geliştirmiş oldukları SERVQUAL yöntemidir. Bu yöntem beklenen ve algılanan hizmet kalitesinin bir arada ölçülmesi imkanını sunar. Bu çalışmanın amacı Malatya ve Elazığ illerinde bulunan muhasebe meslek mensuplarının hizmet kalitesinin ve hizmet kalitesini etkileyen faktörlerin belirlenmesi ile hizmet kalitesinin müşteri memnuniyetine etkisinin incelenmesidir. Araştırmanın örneklemini, vergi mükellefiyetine sahip 403 iş sahibi/ortağı veya yöneticileri oluşturmaktadır. Katılımcılara sosyodemografik bilgi formu, SERVQUAL ölçeği ve tek sorudan oluşan müşteri memnuniyeti anketi uygulanmıştır. Araştırma sonuçlarına göre müşterilerin demografik özellikleri ile meslek mensuplarının sundukları hizmet kalitesinin beklenti ve algı bölümleri arasında anlamlı farklılıklar görülmüştür. Ayrıca hizmet kalitesinin beklenti ve algı bölümleri arasında fark bulunduğu, müşterilerin algılarının beklentilerini karşılamadığı, buna karşılık müşteri memnuniyetinin ölçüldüğü soruya müşterilerin genel olarak olumlu görüş bildirdiği saptanmıştır. Anahtar Kelimeler: Serbest Muhasebeci Mali Müşavir, Hizmet Kalitesi, SERVQUAL
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
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
Açıklama
Anahtar Kelimeler
İşletme, Business Administration
