Measuring Service Quality of the Consultancy Company

Iulia Cristina Mureșan, Adriana Pașcalău, Andra Poruțiu, Rezhen Harun, Felix HoraÈ›iu Arion, Gabriela Chiciudean

Abstract


Service quality being directly linked to customer satisfaction, measuring it becomes mandatory for a obtaining proper information with regards of customer’s expectations. Therefore, the article’s aim is to estimate the quality of a service company from the consultancy area. A research was conducted among the clients of a consultancy company, using the adapted SERVQUAL method. Results indicate that the dimension with highest expectations is “professionalism†while the highest perception score registered the “courtesy†dimension which refers to employers’ behavior.


Keywords


SERVQUAL, service quality, consultancy services

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