The Relationship Of Service Quality To Client Satisfaction In An Accounting Firm Setting

Abstract

This paper presents the results of a study using the marketing-based SERVQUAL scale to examine the relationship between service quality and client satisfaction in an accounting firm setting. Using a sample of 154 clients, we confirm that service quality is positively related in clients’ satisfaction with their accounting firm. More importantly, we examine the individual dimensions of service quality to provide insight into specific steps accounting firms can take to increase client satisfaction.