Improvement and evaluation of the financial (accounting) services quality in the era of SARS-COV-2

Abstract

Abstract The changes brought about by the spread of COVID-19 require from entrepreneurs a new approach to the way they manage their businesses. Accounting offices are also facing a major challenge these days. In addition to the constant changes in tax regulations and the implementation of many new provisions concerning anti-crisis shields, the way of customer service in accounting offices has also changed as they had to adapt to the new reality. The aim of this article is to present the importance of improving the quality of accounting services in the pandemic era. The first part of the paper includes the scope of services and theoretical aspects of customer service in accounting offices in the era of SARS-CoV-2 as well as the characteristics of the concept of quality. Subsequently, the results of an anonymous survey conducted among entrepreneurs who are clients of accounting offices are presented, which contributed to the formulation of conclusions on the significance of customer service quality in accounting offices. The article highlights the significant changes in the way tasks are performed in accounting firms and financial departments. Among the modern methods of providing accounting services, two have been selected which (according to the respondents) will significantly effect on the service providing quality (in particular by limiting personal contact of contractors).