Journal of Korean Society for Quality Management (품질경영학회지)

Korean Society for Quality Management (한국품질경영학회)
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Measuring Service Quality of Management Consulting

경영컨설팅 서비스품질 측정에 관한 연구

  • 박병호 (파워전략연구소) ;
  • 이동원 (인하대학교 경영대학 경영학부) ;
  • 김연성 (인하대학교 경영대학 경영학부)
  • Published : 2005.09.30
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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.

Keywords

References

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