Muhasebe Meslek Mensuplarının Sundukları Hizmet Kalitesinin Müşteri Memnuniyeti Üzerindeki Etkisi: Erzincan Örneği

Kurnaz, Ersin; Güner, Mehmet

doi:10.25095/mufad.607218

Cited by 2 publications

(2 citation statements)

References 2 publications

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“…Reliability, empathy and tangibles were found to have a positive effect in terms of dimensions. Kurnaz and Güner (2019) conducted a similar study on accountants in Erzincan province and as a result found that physical characteristics, reliability, assurance and empathy dimensions had a positive effect on customer satisfaction, whereas responsiveness dimension had an adverse effect. The difference of this study from the other two studies in the literature is that this study focuses on a single sector, which is hairdressers and barbers, and is conducted in the province of Istanbul.…”

Section: Literature Reviewmentioning

confidence: 97%

Serbest Muhasebeci̇ Ve Mali̇ Müşavi̇rleri̇n (Smmm) Müşteri̇leri̇ne Verdi̇kleri̇ Hi̇zmetlerdeki̇ Algilanan Hi̇zmet Kali̇tesi̇ni̇n Müşteri̇ Memnuni̇yeti̇ Üzeri̇ne Etki̇si̇ Ve Bi̇r Araştirma

Karadeniz¹,

Aslan²

2020

Atatürk Üniversitesi İktisadi Ve İdari Bilimler Dergisi

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This study is aimed to research of The Effect of Perceived Service Quality of Accounting Service Provided by Certified Public Accountants (CPA) on Customer Satisfaction of hairdressers and barbers. For this purpose, a representative face to face survey has been conducted in the city of Istanbul on 324 hairdressers and barbers small businesses owners (SMEs) receiving accounting services all of whom were Istanbul residents. They took part in our face to face survey throughout October 05 th -December 02 th 2019. SPSS program has been used for "frequency", "reliability", "factor" and "correlation analyses". LISREL structural equation modelling has been used in order to test the significancy and reliability of our model. As a result of the analysis, goodness of fit values, t-values and standardized solution values have been analysed and it has been detected that the independent variables tangibles, reliability, responsiveness, assurance and empathy have a significant effect on the dependent variable customer satisfaction. We found that the variable most effective on customer satisfaction is reliability and empathy, assurance, responsiveness and tangibles variables follow reliability respectively. So, companies should value these variables, giving a priority to reliability. As this research is the first study conducted on hairdressers and barbers in Istanbul, it is considered that it will contribute to the companies providing Certified Public Accountants service.

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Section: Literature Reviewmentioning

confidence: 97%

Serbest Muhasebeci̇ Ve Mali̇ Müşavi̇rleri̇n (Smmm) Müşteri̇leri̇ne Verdi̇kleri̇ Hi̇zmetlerdeki̇ Algilanan Hi̇zmet Kali̇tesi̇ni̇n Müşteri̇ Memnuni̇yeti̇ Üzeri̇ne Etki̇si̇ Ve Bi̇r Araştirma

Karadeniz¹,

Aslan²

2020

Atatürk Üniversitesi İktisadi Ve İdari Bilimler Dergisi

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“…Many studies in the national literature mention the effect of service quality dimensions on satisfaction. When the studies conducted in this context are examined, it is seen that service quality and dimensions have an effect on satisfaction in thermal hotel businesses (Akşit Aşık, 2016;İlban, Bezirgan and Çolakoğlu, 2016), ready-made clothing industry (Güven, Yılmaz and Güven, 2018;Öztürk, 2019), health services (Beydoğan and Kalyoncuoğlu 2017;Semiz, Semiz and Güneş, 2023), public services (Demirbağ and Yozgat, 2016;Doğan, 2020), accommodation services (Doğan, 2023;Kazan and Güneş, 2022;Nalbant and Demiral, 2019;Onurlubaş and Öztürk, 2020), airline transportation (Gürler and Erturgut, 2019;Yangınlar and Tuna, 2020), banking services (Işık, Akbolat and Ünğan, 2013;Karadeniz andGözüyukarı, 2016: Tan, İğde, Çelik andBuğan, 2016), food and beverage sector (Kocagöz and Eyitmiş, 2020), financial services (Kurnaz and Güner, 2019;Tosunoğlu, Cengiz and Dönmez, 2019), logistics services (Yıldız, Çiğdem and Aslan, 2018;Onurlubaş and Gümüş, 2020), retail sector (Yücekaya, Rençber and Sönmez, 2015) and maritime transportation (Yüksel and Önaçan, 2018).…”

Section: Literature Reviewmentioning

confidence: 99%

Investigating the effect of relationships among studies in the context of research methodology on predicting the results of hypotheses

Çelik,

Aydın,

Dülek

et al. 2023

tujom

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This study aims to investigate the effect of relationships among 25 studies conducted in Türkiye based on research methodology on predicting the results of the hypothesis regarding the effect of service quality dimensions on satisfaction. In the selected studies, the effects of tangibility, reliability, responsiveness, assurance and empathy, which are the dimensions of service quality, on satisfaction and the effects of service quality dimensions together on satisfaction were examined. UCINET 6.0 program was used for analysis. Google Scholar database was used to access the studies. Twenty-five articles conducted in Türkiye were selected. A separate content analysis was conducted for each study accessed. It was determined that the studies considered had too many relationships with each other depending on the sample size, and this negatively affected the prediction of acceptance or rejection of the hypotheses regarding the effect of tangibility on satisfaction. Considering the analysis technique, it was seen that most studies had a high relationship with each other and that this high relationship positively affected the acceptance or rejection prediction of the study hypotheses addressing the effect of tangibility on satisfaction. Whether or not similar sample sizes, similar analyses, and similar scales were used did not affect predicting the results of the hypotheses addressing the effect of reliability, responsiveness, assurance, and empathy on satisfaction.

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Muhasebe Meslek Mensuplarının Sundukları Hizmet Kalitesinin Müşteri Memnuniyeti Üzerindeki Etkisi: Erzincan Örneği

Cited by 2 publications

References 2 publications

Serbest Muhasebeci̇ Ve Mali̇ Müşavi̇rleri̇n (Smmm) Müşteri̇leri̇ne Verdi̇kleri̇ Hi̇zmetlerdeki̇ Algilanan Hi̇zmet Kali̇tesi̇ni̇n Müşteri̇ Memnuni̇yeti̇ Üzeri̇ne Etki̇si̇ Ve Bi̇r Araştirma

Serbest Muhasebeci̇ Ve Mali̇ Müşavi̇rleri̇n (Smmm) Müşteri̇leri̇ne Verdi̇kleri̇ Hi̇zmetlerdeki̇ Algilanan Hi̇zmet Kali̇tesi̇ni̇n Müşteri̇ Memnuni̇yeti̇ Üzeri̇ne Etki̇si̇ Ve Bi̇r Araştirma

Investigating the effect of relationships among studies in the context of research methodology on predicting the results of hypotheses

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