顾客关系管理应用于会计师事务所审计品质之研究

发布时间：2018-03-16 12:14

本文选题：审计品质　切入点：顾客关系管理　出处：《暨南大学》2003年硕士论文　论文类型：学位论文

【摘要】：本研究以顾客关系来探讨事务所的审计品质，从顾客的观点检视，可帮助事务所增加竞争优势，，留住顾客，减少客源流失。本研究之研究目的如下：一、由文献探讨、专家访谈、顾客访问，搜集顾客评估会计师事务所审计工作的审计品质要素，并建构量表与衡量架构，探寻顾客对现有服务之重视程度与满意度，供台湾会计师事务所掌握当前服务状态及顾客需求走向。二、探讨不同人口统计变数背景之顾客在服务品质之评量项目上是否有显著性差异。三、探讨顾客对服务品质、顾客满意与行为意向问项认知排序情形，以做为会计师事务所了解与改善现状的依据。透过问卷调查与资料分析，本研究将提出实务管理上的建议给会计师事务所作为经营之参考。
[Abstract]:The purpose of this study is to explore the audit quality of firms from the customer's point of view, which can help firms to increase their competitive advantage, retain customers and reduce the loss of customers. The purpose of this study is as follows:. First, from the literature discussion, the expert interview, the customer interview, collects the customer appraisal accountant firm audit audit quality essential factor, and constructs the scale and the measurement structure, explores the customer to the existing service value and the satisfaction, For Taiwan accounting firms to grasp the current state of service and customer demand direction. Second, to explore whether there are significant differences in the evaluation of service quality among customers with different background demographic variables. Thirdly, it discusses the cognitive order of customer's questions about service quality, customer satisfaction and behavior intention, which can be used as the basis for accounting firms to understand and improve the present situation. Through questionnaire survey and data analysis, this study will put forward practical management suggestions for accounting firms as a reference.
【学位授予单位】：暨南大学
【学位级别】：硕士
【学位授予年份】：2003
【分类号】：F239.4

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