TY - JOUR
T1 - Role of Service Quality, Price, and Firm Image on Customer Satisfaction in Philippine Accounting Firms
AU - Brucal, Sandra
AU - Corpuz, Cris
AU - Abeysekera, Indra
AU - David, Raul
N1 - Publisher Copyright:
© 2022 by the authors. Licensee MDPI, Basel, Switzerland.
PY - 2022/2
Y1 - 2022/2
N2 - 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.
AB - 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.
KW - accounting firms
KW - customer satisfaction
KW - firm image
KW - professional services
KW - SERVQUAL
UR - http://www.scopus.com/inward/record.url?scp=85130424674&partnerID=8YFLogxK
U2 - 10.3390/jrfm15020075
DO - 10.3390/jrfm15020075
M3 - Article
AN - SCOPUS:85130424674
VL - 15
SP - 1
EP - 16
JO - Journal of Risk and Financial Management
JF - Journal of Risk and Financial Management
SN - 1911-8074
IS - 2
M1 - 75
ER -