Measuring Service Quality of Management Consulting

Park, Byung-Ho; Lee, Dong-Won; Kim, Youn-Sung

Journal of Korean Society for Quality Management > Volume 33(3); 2005 > Article

Journal of Korean Society for Quality Management 2005;33(3): 47-.

경영컨설팅 서비스품질 측정에 관한 연구

박병호¹, 이동원², 김연성²

¹파워전략연구소
²인하대학교 경영대학 경영학부

Measuring Service Quality of Management Consulting

Byung-Ho Park¹, Dong-Won Lee², Youn-Sung Kim²

¹Power Strategy Institute
²College of Business Administration, Inha University

ABSTRACT

In this age of highly competitive world of business, the demand of management consulting is increasing for companies seeking to achieve and maintain competitive advantages over their competitors. Along with its continuously growing market trend, therefore, the quality of management consulting needs to be measured in order to improve customer satisfaction. In this paper, we developed measurement items of the service quality in management consulting using the dimensions of the SERVQUAL model, analyzed the validity of the dimensions, and examined the differences among the effects of those dimensions on customer satisfaction and customer loyalty.

Key Words: Management Consulting;Service Quality;Customer Satisfaction;Customer Loyalty;