Trots redovisningens huvudsakliga syfte att bistå som informationskälla och beslutsunderlag varierar kvaliteten för upplysningar mellan olika företag. IASB:s regelverk lämnar ett stort utrymme för tolkning, vilket leder till att upplysningar till viss grad genomsyras av de problem relationen mellan en principal och en agent kan ge upphov till. Det kan resultera i en redovisning som inte längre återger en ekonomiskt rättvisande bild av verksamheten, vilket bidrar till ett informationsgap mellan företag och dess intressenter. Denna studie bidrar till att reducera negativa marknadseffekter till följd av gapet, genom en granskning av ett slumpmässigt urval om 249 svenska börsnoterade företag och dess upplysningar vid byte av redovisningsprincip för operationella leasingavtal. IFRS 16- Leasingavtal kräver att merparten av alla leasingavtal tas upp i företagets balansräkning som en nyttjanderättstillgång, respektive leasingskuld. Det empiriska material som studien baseras på lyckas förklara en del av variationen i upplysningskvalitet mellan företag, genom den effekt kapitaliseringen av avtalen bidrar till vid förändringen av redovisningsprincip. / Despite the main purpose of accounting as source for information and support in investment decisions, the quality of disclosure differs between companies. The accounting standards developed by IASB leaves room for interpretation, which may lead to disclosures permeated by the relationship between principals and agents, resulting in an information gap between the company and its stakeholders. This study contributes to a reduced market influence caused by this gap, by reviewing the disclosures of 249 Swedish listed companies when changing principles of accounting for operating leases. IFRS 16- Leases requires a capitalization of the lease contract as an asset and debt respectively in the balance sheet. The empirical data of the study succeeds to explain some of the variance in disclosure quality between companies, during a transitional period, by the effect of capitalizing when changing principle.

Abstract Background: The quality of service is considered as an essential component in any service industry. It has been evolved in service marketing and has often been used in other research fields and sectors. Further, researchers have emphasized the importance of measuring the quality dimensions over years and in various industries in order to manage it. Also, they have proposed that enhancing the quality of services enhances customer satisfaction and loyalty, in turn that will enable the service provider to meet the changes and challenges in its business environment. Purpose: Based on listed companies’ perception at Nasdaq Stockholm OMX, the study seeks to evaluate the service quality provided by accounting firms in Sweden and determine the situation of its dimensions, as well as to explore their direct impact on the client satisfaction and client loyalty. In addition, the study utilizes the SERVPERF model to measure the service quality’s dimensions. Approach/methodology: To achieve the purpose, the study conducts a deductive and quantitative approach with explanatory purpose. Also, the data has been collected based an online questionnaire. It was sent to 450 listed companies at Nasdaq Stockholm OMX, resulting in a sample of 58 respondents. The analysis has been conducted based on regression analysis. Result/discussion: the research presents and discusses the result based on two hypotheses groups separately. The first hypotheses group regarding the impact of service quality and its dimensions on customer satisfaction. The second hypotheses group concerning the impact of service quality and its dimensions on customer loyalty. Originality: To the researcher’s knowledge this study is considered as a first attempt using a multi-dimension scale to assess the service quality of the accounting firms in Sweden based on the perception of Swedish listed companies.