Abstract:

The companies which are under the influence of fast development in globalization and technologies, have to secure three basic characteristics in order to stay impact: speed, flexibility and cost advange.Because of this reason these companies use “outsourcing” model widely in order to adapt themselves for change and changeability , less vulnarability against fluctations to use actual and last technologies, to utilize knowledge accumulation.“Servqual Model” which is used in this study aims to examine the service quality of computer firms which offer knowledge technology service assistance for accounting systems with the expectations of customers. If these expectations are not met, reasons will be examined. At management process, attributes are clearified for a quality service for customers. In accordance to this, proposals are adopted in two ways; expectations and perceiveness.As the result of our study, five different dimensions of servqual model; Tangibles; Reliability; Responsiveness; Assurance and Empathy average were founded negative. This showed us that the level of service expectations of customers were more than their perceived expectations of service level, thus service quality of computer companies service were not satisfactory.

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