Measuring Service Quality of the Consultancy Company

ProEnvironment Promediu

Adriana Pașcalău¹  Felix HoraÈ›iu Arion¹  Gabriela Chiciudean¹  Iulia Cristina Mureșan¹  Andra Poruțiu¹  Rezhen Harun² 

[1] 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;University of Sulaimani, Faculty of Agricultural Sciences, Department of Agribusiness and Rural Development. Bakrajo, 5100, Sulaimani, Iraq

关键词: SERVQUAL;    service quality;    consultancy services;   

DOI  :  

学科分类：社会科学、人文和艺术（综合）

来源: Bioflux SRL

【 摘 要 】

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.

【 授权许可】

CC BY