Naslov
Service quality and Customer satisfaction in Business consulting services: An importance-performance analysis based on the Partial least square method

Autori
Benazić, Dragan ; Varga, Nikolina

Vrsta, podvrsta i kategorija rada
Radovi u zbornicima skupova, cjeloviti rad (in extenso), znanstveni

Izvornik
Economic and Social Development 27th International Scientific Conference on Economic and Social Development / Bozina Beroš, Marta ; Recker, Nicholas ; Kozina, Melita - Rim : Varazdin Development and Enterpreneurship Agency, Faculty of Management University of Warsaw, University North, 2018, 380-391

Skup
The 27th International Scientific Conference on Economic and Social Development

Mjesto i datum
Rim, Italija, 01.03.2018. - 02.03.2018

Vrsta sudjelovanja
Predavanje

Vrsta recenzije
Međunarodna recenzija

Ključne riječi
service quality, business consulting services, consumer satisfaction, importance-performance analysis

Sažetak
The managements of enterprises use business consulting services to resolve a variety of business problems. As such, business consulting services are distinctly intangible, heterogeneous and characterised by a large number of interactions between the service provider and service consumer during procurement and use. In addition, the complexity of business consulting services is further compounded by the many persons of different profiles engaged in shaping the service. For this reason, the users of business consulting services have a high level of perceived risk relating to the procurement and use of the services. Hence, the service provider needs to create a high level of perceived service quality to ensure consumer satisfaction. Accordingly, managers should study the perceived level of service quality and identify what quality dimensions influence satisfaction and to which extent. To do so, they can conduct importance-performance analysis to identify and categorise dimensions in the attributes of service quality with regard to their influence on user satisfaction. Using a sample of 110 managers of Croatian enterprises, this paper analyses the effect of the perceived quality of business consulting services on consumer satisfaction. Perceived service quality is conceptualised using Donabedian's service quality model through the dimensions of service potential, process and outcome. The Partial Least Square technique is used to develop an IPA matrix. Research results indicate that the dimension and attributes of the outcome of business consulting services have the greatest importance for, and influence on, the creation of consumer satisfaction.

Izvorni jezik
Engleski

Znanstvena područja
Ekonomija

POVEZANOST RADA