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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
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
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;
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