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Service Quality in Accounting Firms: its Effect on Client Satisfaction and Loyalty: A quantitative study based on the Swedish listed companies
Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School (from 2013).
2018 (English)Independent thesis Advanced level (degree of Master (Two Years)), 20 credits / 30 HE creditsStudent thesis
Abstract [en]

Abstract

Background: The quality of service is considered as an essential component in any service industry. It has been evolved in service marketing and has often been used in other research fields and sectors. Further, researchers have emphasized the importance of measuring the quality dimensions over years and in various industries in order to manage it. Also, they have proposed that enhancing the quality of services enhances customer satisfaction and loyalty, in turn that will enable the service provider to meet the changes and challenges in its business environment.

Purpose: Based on listed companies’ perception at Nasdaq Stockholm OMX, the study seeks to evaluate the service quality provided by accounting firms in Sweden and determine the situation of its dimensions, as well as to explore their direct impact on the client satisfaction and client loyalty. In addition, the study utilizes the SERVPERF model to measure the service quality’s dimensions.

Approach/methodology: To achieve the purpose, the study conducts a deductive and quantitative approach with explanatory purpose. Also, the data has been collected based an online questionnaire. It was sent to 450 listed companies at Nasdaq Stockholm OMX, resulting in a sample of 58 respondents. The analysis has been conducted based on regression analysis.

Result/discussion: the research presents and discusses the result based on two hypotheses groups separately. The first hypotheses group regarding the impact of service quality and its dimensions on customer satisfaction. The second hypotheses group concerning the impact of service quality and its dimensions on customer loyalty.

Originality: To the researcher’s knowledge this study is considered as a first attempt using a multi-dimension scale to assess the service quality of the accounting firms in Sweden based on the perception of Swedish listed companies. 

Place, publisher, year, edition, pages
2018. , p. 56
Keywords [en]
Quality of service, SERVQUAL, SERVPERF, customer loyalty, customer satisfaction, Accounting firms, Nasdaq Stockholm OMX.
National Category
Business Administration
Identifiers
URN: urn:nbn:se:kau:diva-68602OAI: oai:DiVA.org:kau-68602DiVA, id: diva2:1233689
Subject / course
Business Administration
Educational program
Master Programme in Accounting and Control: Master (120 ECTS credits)
Supervisors
Examiners
Available from: 2018-08-06 Created: 2018-07-19 Last updated: 2018-08-06Bibliographically approved

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Type fulltextMimetype application/pdf

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Karlstad Business School (from 2013)
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CiteExportLink to record
Permanent link

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Citation style
  • apa
  • ieee
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  • Other style
More styles
Language
  • de-DE
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  • nn-NB
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  • Other locale
More languages
Output format
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