Abstract:

Purpose- In this study, it is aimed to determine the expectations of the people benefiting from the financial consultancy service by determining the expectations of the service and determining whether the service errors made while providing the financial consultancy service are effective on the perceived service quality. Methodology- The model, which was created within the scope of the application, was obtained by the data survey method to be used in the testing phase. The questionnaire was applied to 197 financial advisors. The collected data were analyzed by statistical package programs and structural equation model was used within the scope of the hypothesis testing. Findings- According to the results of the analysis; It has been determined that service errors negatively affect the perceptions of service quality of taxpayers. Conclusion- It has been concluded that service errors during the financial consultancy service reduce the satisfaction level of the taxpayer

Keywords: