Measuring and Meeting Service Quality in Professional Accounting Services
The objective of this paper is to assess the service quality of management advisory services offered by accounting firms in Malaysia. The SERVQUAL technique is used to identify the gap between the expectations and perceptions of customers on the actual service received. The quality function deployme...
| Main Authors: | , |
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| Format: | Article |
| Language: | English |
| Published: |
Universiti Malaya
2009-12-01
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| Series: | Asian Journal of Accounting Perspectives |
| Subjects: | |
| Online Access: | https://ajap.um.edu.my/article/view/13303 |
| _version_ | 1819242347813142528 |
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| author | Noor Adwa Sulaiman Zarina Zakaria |
| author_facet | Noor Adwa Sulaiman Zarina Zakaria |
| author_sort | Noor Adwa Sulaiman |
| collection | DOAJ |
| description | The objective of this paper is to assess the service quality of management advisory services offered by accounting firms in Malaysia. The SERVQUAL technique is used to identify the gap between the expectations and perceptions of customers on the actual service received. The quality function deployment technique is then used to identify elements that can be improved to meet customer expectations and address the quality gap in MAS. The results of this study show that there is an overall service quality gap perceived by the customers. Thus, improvements are required across all four service quality dimensions (credibility, competence, responsiveness and reliability). The results also identify several key elements of improvement that should be focused on by the accounting firms to meet customer expectations and narrow the service quality gap. |
| first_indexed | 2024-12-23T14:38:22Z |
| format | Article |
| id | doaj.art-71e4b3cf33194cd9954b8201fa9f218c |
| institution | Directory Open Access Journal |
| issn | 2672-7293 0128-0384 |
| language | English |
| last_indexed | 2024-12-23T14:38:22Z |
| publishDate | 2009-12-01 |
| publisher | Universiti Malaya |
| record_format | Article |
| series | Asian Journal of Accounting Perspectives |
| spelling | doaj.art-71e4b3cf33194cd9954b8201fa9f218c2022-12-21T17:43:18ZengUniversiti MalayaAsian Journal of Accounting Perspectives2672-72930128-03842009-12-0121121Measuring and Meeting Service Quality in Professional Accounting ServicesNoor Adwa Sulaiman0Zarina Zakaria1Faculty of Business and Accountancy, University of MalayaFaculty of Business and Accountancy, University of Malaya The objective of this paper is to assess the service quality of management advisory services offered by accounting firms in Malaysia. The SERVQUAL technique is used to identify the gap between the expectations and perceptions of customers on the actual service received. The quality function deployment technique is then used to identify elements that can be improved to meet customer expectations and address the quality gap in MAS. The results of this study show that there is an overall service quality gap perceived by the customers. Thus, improvements are required across all four service quality dimensions (credibility, competence, responsiveness and reliability). The results also identify several key elements of improvement that should be focused on by the accounting firms to meet customer expectations and narrow the service quality gap.https://ajap.um.edu.my/article/view/13303servqualqfdgap analysismanagement advisory services |
| spellingShingle | Noor Adwa Sulaiman Zarina Zakaria Measuring and Meeting Service Quality in Professional Accounting Services Asian Journal of Accounting Perspectives servqual qfd gap analysis management advisory services |
| title | Measuring and Meeting Service Quality in Professional Accounting Services |
| title_full | Measuring and Meeting Service Quality in Professional Accounting Services |
| title_fullStr | Measuring and Meeting Service Quality in Professional Accounting Services |
| title_full_unstemmed | Measuring and Meeting Service Quality in Professional Accounting Services |
| title_short | Measuring and Meeting Service Quality in Professional Accounting Services |
| title_sort | measuring and meeting service quality in professional accounting services |
| topic | servqual qfd gap analysis management advisory services |
| url | https://ajap.um.edu.my/article/view/13303 |
| work_keys_str_mv | AT nooradwasulaiman measuringandmeetingservicequalityinprofessionalaccountingservices AT zarinazakaria measuringandmeetingservicequalityinprofessionalaccountingservices |