Evaluation of the Service Quality Offered by Accounting Professionals: The Example of Burdur Province

Ali Apalı; Gülşah Üzen

Makale detayları

Evaluation of the Service Quality Offered by Accounting Professionals: The Example of Burdur Province

Yazarlar:

Ali Apalı | Gülşah Üzen

Yayıncı:

Süleyman Demirel University

Ana Başlıklar:

Finansal Muhasebe

Dergi:

Süleyman Demirel Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi Vol.29 Issue 1, pp.59-70

Belge Tipi:

Makale

Yayın Tarihi:

4/2024

Belge Dili:

Türkçe

Document ID (Org No.):

2001316979

pISSN:

1301-0603

Anahtar kelimeler:

Özet:

 Service quality is among the prominent concepts in all activities focused on customer satisfaction. The module focuses on the mathematical structure of service components for professional accountants The aim of this research is to explore the relationship between the quality of service provided by accounting professionals and various dimensions established for taxpayers. The study revealed the services offered by the members of accounting profession who operated in Burdur with SERVQUAL model. In evaluating the service quality of the members of accounting profession, a scale including physical appearance, reliability, eagerness, safety and empathy subscales was used. A survey was applied to a total of 119 participants who independently operated in Burdur. The survey had 18 statements scaled as five-point Likert and seven questions aimed at knowing the participants. SPSS 26.0 was used to analyze the data. As a result of a reliability test, it was found that the data was highly reliable at the rate of 88.6. All five hypotheses created within the scope of the study purpose were accepted. Therefore, it was found that the service quality offered by the members of accounting profession had a positive effect on physical appearance, reliability, eagerness, safety and empathy subscales.

 Service quality is among the prominent concepts in all activities focused on customer satisfaction. The module focuses on the mathematical structure of service components for professional accountants The aim of this research is to explore the relationship between the quality of service provided by accounting professionals and various dimensions established for taxpayers. The study revealed the services offered by the members of accounting profession who operated in Burdur with SERVQUAL model. In evaluating the service quality of the members of accounting profession, a scale including physical appearance, reliability, eagerness, safety and empathy subscales was used. A survey was applied to a total of 119 participants who independently operated in Burdur. The survey had 18 statements scaled as five-point Likert and seven questions aimed at knowing the participants. SPSS 26.0 was used to analyze the data. As a result of a reliability test, it was found that the data was highly reliable at the rate of 88.6. All five hypotheses created within the scope of the study purpose were accepted. Therefore, it was found that the service quality offered by the members of accounting profession had a positive effect on physical appearance, reliability, eagerness, safety and empathy subscales.

 Service quality is among the prominent concepts in all activities focused on customer satisfaction. The module focuses on the mathematical structure of service components for professional accountants The aim of this research is to explore the relationship between the quality of service provided by accounting professionals and various dimensions established for taxpayers. The study revealed the services offered by the members of accounting profession who operated in Burdur with SERVQUAL model. In evaluating the service quality of the members of accounting profession, a scale including physical appearance, reliability, eagerness, safety and empathy subscales was used. A survey was applied to a total of 119 participants who independently operated in Burdur. The survey had 18 statements scaled as five-point Likert and seven questions aimed at knowing the participants. SPSS 26.0 was used to analyze the data. As a result of a reliability test, it was found that the data was highly reliable at the rate of 88.6. All five hypotheses created within the scope of the study purpose were accepted. Therefore, it was found that the service quality offered by the members of accounting profession had a positive effect on physical appearance, reliability, eagerness, safety and empathy subscales.

 Hizmet kalitesi, müşteri memnuniyeti açısından tüm işletmelerde öne çıkan kavramlar arasında yer almaktadır. Bu nedenle muhasebe meslek mensuplarının hizmet kalitesi kavramı araştırmanın konusu olarak belirlenmiştir. Araştırmada muhasebe meslek mensuplarının mükelleflere sundukları hizmet kalitesinin farklı boyutlarda incelenmesi amaçlanmıştır. Burdur ilinde faaliyet gösteren muhasebe meslek mensuplarının sunduğu hizmetler, SERVQUAL modeli yardımıyla ortaya konulmuştur. Muhasebe meslek mensuplarının hizmet kalitesinin değerlendirilmesinde fiziki görünüm, güvenilirlik, heveslilik, güvenlik ve empati boyutlarından oluşan ölçekten yararlanılmıştır. Burdur ilinde bağımsız olarak faaliyet gösteren toplam 119 katılımcıya anket uygulanmıştır. Anket 5li Likert ile ölçeklendirilmiş on sekiz ifade ve katılımcıları tanımaya yönelik yedi sorudan oluşturulmuştur. Anketten elde edilen verilerin analizinde SPSS 26.0 paket programı kullanılmıştır ve verilerin güvenilirlik testinin sonucu 88,6lık bir oranla oldukça güvenilir olduğu ortaya çıkmıştır. Araştırma amacı kapsamında oluşturulan beş hipotezin tamamı kabul edilmiştir. Dolayısıyla muhasebe meslek mensuplarının sundukları hizmet kalitesinin fiziki görünüm, güvenilirlik, heveslilik, güvenlik ve empati boyutlarında olumlu bir etkinin olduğu ortaya çıkmıştır.

Makale detayları

Evaluation of the Service Quality Offered by Accounting Professionals: The Example of Burdur Province

Yazarlar:

Ali Apalı | Gülşah Üzen

Yayıncı:

Süleyman Demirel University

Ana Başlıklar:

Finansal Muhasebe

Dergi:

Süleyman Demirel Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi Vol.29 Issue 1, pp.59-70

Belge Tipi:

Makale

Yayın Tarihi:

4/2024

Belge Dili:

Türkçe

Document ID (Org No.):

2001316979

pISSN:

1301-0603

Service Quality

Member of Accounting

Burdur

SERVQUAL.Hizmet Kalitesi

Muhasebe Meslek Mensubu

Burdur

SERVQUAL.

Sayı

Makale detayları

Yazarlar: Ali Apalı | Gülşah Üzen

Yayıncı: Süleyman Demirel University

Ana Başlıklar: Finansal Muhasebe

Dergi: Süleyman Demirel Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi Vol.29 Issue 1, pp.59-70

Belge Tipi: Makale

Yayın Tarihi: 4/2024

Belge Dili: Türkçe

Document ID (Org No.): 2001316979

pISSN: 1301-0603

Sayı

Yazarlar:

Ali Apalı | Gülşah Üzen

Yayıncı:

Süleyman Demirel University

Ana Başlıklar:

Finansal Muhasebe

Dergi:

Süleyman Demirel Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi Vol.29 Issue 1, pp.59-70

Belge Tipi:

Makale

Yayın Tarihi:

4/2024

Belge Dili:

Türkçe

Document ID (Org No.):

2001316979

pISSN:

1301-0603