Abstract
E-accounting
service is a term that pertains to electronic accounting, which encompasses
accounting systems that use computer technology for the recording and handling
of financial data within organizations (Noronha & Kulkarni, 2012). The
market for e-accounting services in Vietnam is becoming increasingly vibrant
and fiercely competitive among service providers (Vu, 2021). This study aims to
evaluate the factors influencing the quality of e-accounting services and
subsequently determine the impact of e-accounting service quality on customer’s
repurchase intention through the mediating factor of customer satisfaction.
Through a survey of 380 firms that have been using e-accounting services, the
study confirms that web design, customer service, security, and fulfillment
positively influence the quality of e-accounting service quality. Furthermore,
e-accounting service quality has a relatively strong effect on customer
repurchase intention. The study also proposes several solutions to encourage
e-accounting service quality as a basis for service providers to improve
customer satisfaction and intention to repurchase their services.
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