Özet:

Services are different from product because services are intangible heterogeneous and inseparable of production and consumption Because of the intangible construct of service there is little objective scale to measure service quality The absence of objective scale; the focus is on the customer’s perception of service quality In the literature; there are some scales for measuring service quality One of these scales is SERVPERF This scale measures service quality with providing consumer’s assessment of service performance The customer‘s perception of service quality has also very important role in measuring auditing firm’s service quality This study aims to determine the effects of customer‘s perception of audit firms’ service quality to satisfaction and loyalty Key Words: Audit firm’s service quality customer satisfaction customer loyalty

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