The influence of service innovation on service quality and customer satisfaction: an example of the bookkeeping sector

• Main Authors: Wu, Hsin-Lung, 吳欣龍
• Other Authors: Lin, Shu-Fang
• Format: Others
• Language: zh-TW
• Published: 2015
• Online Access: http://ndltd.ncl.edu.tw/handle/22184194673698703268

碩士 === 元培醫事科技大學 === 企業管理系碩士班 === 104 === Accounting service providers have mostly focused on helping customers in legitimate tax savings and reducing tax. With the growing of the number of accounting service providers in the recent year and the modification of accounting standards, the competition pressure have become fierce. In respond to those changes, service innovation can be the key for accounting service providers to sustain competitive advantage. This study aims to understand the effect of service innovation on service quality, and how service innovation affects customer satisfaction. This paper is based on a service innovation theoretical foundation and design questionnaires with three dimensions including, the content of service innovation developed by the accounting service provider, the effect of the service innovation on service quality scale and satisfaction scale. The Likert 5-points scale is adopted. 300 questionnaires will be administered to those of the owners of small and medium business, and those who have an experience of receiving accounting services. The collected data will be analyzed by SPSS. The following recommendations are based on studies with disabilities as a result of the accounting firm business aspects of reference: 1. "Service Innovation" to be more close to the customer needs, "quality of service" only more has a positive impact 2. To provide individual customer service initiative to maintain close contact with customers and other care factors is more important, accounting industry should grasp these factors in order to facilitate the increased satisfaction of the principal. 3. The service quality customer satisfaction is not only antecedent variables, and willingness to recommend also presents significant positive effect on business owners to recommend to others the willingness of the accounting industry. 4. The accounting industry to continue to actively engage in service innovation to improve service quality and thus achieve customer satisfaction.