경영컨설팅 서비스품질이 기업성과와 컨설턴트 변경에 미치는 영향 －SERVQUAL, SERVPERF 및 KS－SQI 모형－

The purpose of this study is to find out the appropriate business management category for positive effect to the business performance of companies based on the fact of effect to the business performance by management consulting activity. For this research purposes, The survey was conducted in Busan, KyungNam from March 1 to March 31, 2012. A total of 500 questionnaires were used for the study. A total of 255 questionnaires were used for the relationship between services quality and business performance. The results are as follows；First, service capabilities․intentionality and physical․psychological accessibility factors about the SERVPERF affected management performance. Second, The logistic regression result exhibit that SERVQUAL, SERVPERF model influence client’s intention to change consultant agenct. The findings of this research are mostly useful to firms and consulting firm who intend to penetrate the market with least cost, time and effort. This study is exploratory in nature. Thus, more studies, which elaborate various aspects of research design, are expected.