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http://dx.doi.org/10.7469/JKSQM.2011.39.1.024

Quality Determinants and Customer Satisfaction in Consulting Service for Small and Medium Sized Company  

Chang, Young-Soon (Department of Business Administration, Myongji University)
Publication Information
Journal of Korean Society for Quality Management / v.39, no.1, 2011 , pp. 24-33 More about this Journal
Abstract
This paper investigates the quality determinants in the consulting service for small and medium sized company. The results of the analysis show that the quality dimension is composed of two factors, consulting skills and interaction, and consulting skills are composed of understanding, expertise, and reliability. Also, this paper examines how the quality factors affect customer satisfaction and loyalty using a structural equation model. The result shows that all consulting skills affect customer satisfaction and customer satisfaction affects customer loyalty. The consulting results have an effect on customer satisfaction but have no direct influence on customer loyalty.
Keywords
Consulting Service; SME(Small and Medium Sized Enterprise); Service Quality; Customer Satisfaction;
Citations & Related Records
Times Cited By KSCI : 1  (Citation Analysis)
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