Abstract:

In recent years, the increase in the number of service businesses and the intangible feature of services have led to increased efforts to measure the quality of the provided service. Different measurement tools have been developed in the literature to measure service quality. The purpose of the research is to demonstrate the relationship between the quality of service provided by the accounting offices of the companies operating in the city of Aydın using the SERVQUAL scale and customer satisfaction and the effect of Word-of-Mouth. As a result of the evaluations made, the firms operating in the city of Aydın and receiving service from the accounting departments have found that they perceive the service quality in terms of reliability, empathy and physical characteristics respectively, increase customer satisfaction in favor of empathy, reliability and physical characteristics and customer satisfaction in a positive direction.

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