An investigation of the relation between service quality and customer loyalty in accounting

• Main Authors: LEE,WEN-HUI, 李文惠
• Other Authors: HUANG,CHIEN-YUAN
• Format: Others
• Language: zh-TW
• Published: 2019
• Online Access: http://ndltd.ncl.edu.tw/handle/w42d33

碩士 === 明道大學 === 企業高階管理碩士班 === 107 === Service quality has been recognized as a stimulating factor of competition among accounting service providers. Accountants provide service on tax preparation and consulting of relevant laws and regulations. Customers view high quality service as a key factor that influences their loyalty to the service providers. Our research submits to six propositions based on service quality and customer loyalty in accounting. Also, we provide the suggestion to accounting industrial. 1. The firm's environment and localization links can deepen the close relationship with customers and contribute to the improvement of customer loyalty. 2. Professional knowledge and positive handling attitude, and can complete the work within the time limit to win the trust of customers. 3. A positive attitude to quickly deal with customer problems, and to meet customer needs will gain the trust of customers. 4. Continued training, good communication skills, and a commitment to give customers the trust they earn. 5. With a high degree of affinity and empathy and customer benefits as a priority, customers will gain the trust. 6. Respond to customer needs with service quality five aspects, reduce the gap between expected service and perceived service, and help to enhance customer loyalty.