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Volume :13 Issue : 2 2006      Add To Cart                                                                    Download

Determinants of Accounting Services Quality and its Impact on Jordanian Customers Satisfaction from a Marketing Perspective

Auther : Mohammad S. Awwad

This study aimed at investigating the applicability of service quality model in the field of accounting audit services, discovering the main dimensions used by customers to evaluate audit services quality and determining the effects of these dimensions on Jordanian customers’ satisfaction. To achieve these objectives, intransitive hypotheses were formulated and tested by using factor analysis and stepwise multiple regression. The analysis was conducted over a convenience sample consisting of 343 Jordanian company. The results showed the applicability of service quality model (SERVQUAL) to measure perceived quality of accounting audit services. Additionally, the results showed that there were only four dimensions of perceived service quality model (SERVQUAL) affecting the customers’ satisfaction in the field of accounting audit services, including empathy, reliability, assurance and responsiveness respectively. For the fifth dimension (tangibility), the results showed that there was no significance effect for this dimension on the customers’ satisfaction. Based on these findings, some recommendations were suggested to improve the perceived quality level of accounting audit services provided by accounting services firms.

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Nov 19, 2019

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