Korean Management Science Review (경영과학)
- Volume 18 Issue 1
- /
- Pages.15-28
- /
- 2001
- /
- 1225-1100(pISSN)
A Study on the Quality Determinants in Management Consulting
경영컨설팅 서비스 품질 구성요인에 관한 연구
Abstract
This paper investigates the service quality determinants in management consulting. Quality dimensions in SERVQUAL research, as well as several dimensions specific to the consulting service, have been reviewed. A survey has been conducted by carefully developed questionnaires for the hypothesized eight quality dimensions. The results of the statistical analyses support the eight quality dimensions in the consulting service : reliability, assurance, responsiveness, empathy, ethics, participation, communication, and reputation. The results demonstrate that reliability, assurance, participation, and reputation are especially influential in determining customer satisfaction. The research results provide useful insights for a customer in assessing alternative service providers and foreseeing the outcome from the chosen consultants.
Keywords