경영과학 (Korean Management Science Review)
- 제18권1호
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- Pages.15-28
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- 2001
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- 1225-1100(pISSN)
경영컨설팅 서비스 품질 구성요인에 관한 연구
A Study on the Quality Determinants in Management Consulting
초록
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.
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