Research Article
Accounting Service Quality On Customer Satisfaction Of Public Accounting Firms
@INPROCEEDINGS{10.4108/eai.10-8-2022.2320801, author={Dwi Cahyono and Shafira Febriana Putri}, title={Accounting Service Quality On Customer Satisfaction Of Public Accounting Firms}, proceedings={Proceedings of the 3rd International Conference of Business, Accounting, and Economics, ICBAE 2022, 10-11 August 2022, Purwokerto, Central Java, Indonesia}, publisher={EAI}, proceedings_a={ICBAE}, year={2022}, month={8}, keywords={service quality customer satisfaction advisory view capability efficiency communication technological innovation trust}, doi={10.4108/eai.10-8-2022.2320801} }- Dwi Cahyono
Shafira Febriana Putri
Year: 2022
Accounting Service Quality On Customer Satisfaction Of Public Accounting Firms
ICBAE
EAI
DOI: 10.4108/eai.10-8-2022.2320801
Abstract
This study aims to examine the effect of e-service quality on customer satisfaction of public accounting firms. This research was carried out on clients of public accounting firms, namely Muhammadiyah and Aisyiyah universities spread throughout Indonesia using number one information received from questionnaires. The approach of figuring out the sample is purposive sampling and acquired 43 answers. There are 36 questionnaires that can be used. Data analysis using SPSS through multiple linear regression techniques. The results showed that e-service quality related to advisory views, ability, efficiency, communication, technological innovation and trust had a positive effect on customer satisfaction of public accounting firms. This shows that public accounting firm customer satisfaction is not only influenced by tangibility, reliability, empathy, level of assurance and responsiveness, but is also influenced by advisory views, ability, efficiency, communication, technological innovation and trust.