Abstract:

The aim of the study is to reveal the impact of service quality of accounting professionals on customer satisfaction. It is also intended to determine the customer satisfaction level. The scope of this work consists of companies registered in the Erzincan Chamber of Commerce and Industry and serving a accountant. The SERVQUAL scale has been used to determine the quality of the service offered by accounting professionals. In addition, some questions have been added to the survey form to measure customer satisfaction.In accordance with the obtained data, the verifying factor analysis has been done to reveal the dimensions of the quality of the service offered by accounting professionals. The impact of service quality on customer satisfaction has been analyzed by the Structural Equality Model. The research finds that the size of service quality of accounting professionals affects customer satisfaction. Physical characteristics, reliability, security and empathy dimensions have a positive impact on customer satisfaction. It is understood that the size of pleasure has a negative impact on customer satisfaction. In addition, it has also been found that the satisfaction levels of companies serving from accounting professionals are high.