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Iulia Cristina Mureșan
University of Agricultural Sciences and Veterinary Medicine, Faculty of Horticulture, Department of Economic Sciences, St. Calea Mănăștur, no. 3-5, Postal Code 400372, Cluj-Napoca, Romania
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Adriana Pașcalău
University of Agricultural Sciences and Veterinary Medicine, Faculty of Horticulture, Department of Economic Sciences, St. Calea Mănăștur, no. 3-5, Postal Code 400372, Cluj-Napoca, Romania
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Andra Poruțiu
University of Agricultural Sciences and Veterinary Medicine, Faculty of Horticulture, Department of Economic Sciences, St. Calea Mănăștur, no. 3-5, Postal Code 400372, Cluj-Napoca, Romania
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Rezhen Harun
University of Sulaimani, Faculty of Agricultural Sciences, Department of Agribusiness and Rural Development. Bakrajo, 5100, Sulaimani, Iraq
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Felix Horațiu Arion
University of Agricultural Sciences and Veterinary Medicine, Faculty of Horticulture, Department of Economic Sciences, St. Calea Mănăștur, no. 3-5, Postal Code 400372, Cluj-Napoca, Romania
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Gabriela Chiciudean
University of Agricultural Sciences and Veterinary Medicine, Faculty of Horticulture, Department of Economic Sciences, St. Calea Mănăștur, no. 3-5, Postal Code 400372, Cluj-Napoca, Romania
Keywords:
SERVQUAL, service quality, consultancy services
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.
