Role of Service Quality, Price, and Firm Image on Customer Satisfaction in Philippine Accounting Firms

Sandra Brucal, Cris Corpuz, Indra Abeysekera, Raul David

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Abstract

This study examines the service quality of accounting firms in Pampanga, Philippines, and their customers’ satisfaction. Using the SERVQUAL model, the study explores the effect of service quality, price, and firm image on client satisfaction of accounting firms. The study conducted a field survey questionnaire using convenience sampling and collected 59 client-firm responses. The findings suggest that accounting firm clients are satisfied with the services they receive from their respective providers. Regression analysis indicates that service quality significantly affects only customer satisfaction. Price has a significant effect on service quality. The duration a client stays with the firm and services provided to the client also significantly impact controlling service quality. Additional testing shows that service quality mediates the influence of service price on customer satisfaction. The findings guide accounting firms to improve their client service quality.

Original languageEnglish
Article number75
Pages (from-to)1-16
Number of pages16
JournalJournal of Risk and Financial Management
Volume15
Issue number2
DOIs
Publication statusPublished - Feb 2022

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