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January 2003
Volume 10 • Number 1

Contents

The Quality of the Quality Consultants: An Empirical Study

by Frederic Marimon Viadiu, Universitat Internacional de Catalunya, Marti Casadesús Fa, Universitat de Girona, and Iñaki Heras Saizarbitoria, Universidad del Pais Vasco

In this article the authors analyze the quality of the service offered by consultancy companies, particularly those specializing in the implementation of the ISO 9000 standard, a market that has grown tremendously in recent years. The main objective is to analyze the benefits that these companies bring, as well as the possible relationship between these benefits and the quality of service as perceived by the client. The authors’ results come from an empirical study carried out on a sample of Spanish companies, using the Servqual methodology and a later factorial analysis, among other techniques. Additionally, the authors have analyzed the relationship between the quality offered by the consultancies with respect to their size, as well as the client loyalty factor of the consultancy.

From the authors’ analysis one can see an obvious gap between the clients’ expectations and their perceptions of the service offered. For this reason, the authors propose certain necessary improvements to the service quality.

Key words: consultancy, ISO 9000, quality management, services, Servqual

INTRODUCTION

The number of ISO 9000 certifications continues to grow worldwide. Consultancy companies have noticed this business opportunity, and consultants have appeared specializing in the quality systems based on this international standard.

So, given this great business opportunity, one is faced with a series of questions. What benefits does the consultant contribute to the company? What do the clients expect and what do they think they get? Are those companies that get the most from hiring the consultant more satisfied with the consultant than other companies? And does the quality of service, as seen from the client’s point of view, depend on how large the consulting company is?

In this study, the authors try to answer these questions, and, in particular, try to find out to what extent the consultants whose clients are happy with their service, really are doing work that is beneficial for the clients.

The full text of this article may be found in the print journal. To subscribe go to /quality-press/display-item/index.html?item=SUBSCR_QMJ .

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