Özet:

The purpose of the study is to determine whether the users of the financial consultancy service, by finding out what their expectations from this service are, by trying to figure out whether the service errors made when the financial consultancy service is offered are effective on the quality of the service they receive. Methodology - The model created within the application is obtained by the data survey method that will be used in the test phase. The survey was carried out to 197 people across the country who received financial consultancy services. The data collected was analyzed through statistical package programs and the structural equality model was used in the test of hypotheses. According to the results of the analysis, it has been found that service errors have a negative impact on customer’s perceptions of service quality. The result is that the errors made during the financial consultancy service have reduced the customer’s satisfaction level.

Özet:

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 affect negatively 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

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