The purpose of this research is to reveal how consumer percepts accounting
service quality by using SERVQUAL scale. For this aim, face to face interviews were
undertaken with 65 consumers who demanded accounting services from accounting
bureaus in Rize in 2011. Costumers were asked to evaluate services according to 5
dimensions of SERVQUAL scale; tangibility, reliability, responsiveness,
... [Show full abstract] assurance and
empathy. At the end of the utilization of primary data, consumers who demanded
account service perceived that the service they had was better than their expectations in
physical dimension but it is understood that in other dimensions, there was no
difference between expectations and presented services