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¿Ofrecen Calidad Las Consultorías En Calidad? /

Author

Listed:
  • Marimon Viadiu, F.

    (Universidad Internacional de Cataluña (España))

  • Casadesús Fa, M
  • Heras Saizarbitoria, I.

Abstract

En este artículo analizamos la calidad del servicio ofertado por las empresas consultoras. Concretamente aquellas especializadas en la implantación de sistemas basados en normativa ISO 9000. Es un mercado que sigue creciendo en los últimos años por todo el planeta. El principal objetivo es analizar el beneficio aportado por estas consultarías, así como la relación entre estos beneficios y la percepción de calidad del servicio. Para ello se ha realizado un trabajo empírico sobre una muestra de empresas catalanas. Se ha usado metodología Servqual para medir percepción. También se ha analizado la calidad ofertada por las consultarías en relación con su tamaño, así como la fidelidad de sus clientes. Se detecta un gap entre expectativas y percepción del servicio. Es por ello por lo que proponemos ciertas mejoras en el servicio prestado. / In this article we analyse the quality of the service offered by consultancy companies, more specifically, those consultancies specialising in the implantation ofthe ISO 9000 Standard, a market that has grown spectacularly in recent years all over the world. The main objective is to analyse the benefits that these companies bring, as weIl as the possible relationship between these benefits and the quality of service as perceived by the clienl. Our results come from an empirical study carried out on a sample of catalan companies, using the Servqual rnethodology and a later factorial analysis, among other techniques. AdditionaIly, we have analysed the relationship between the quality offered by the consultancies with respect to their size, as weIl as the client loyalty factor of the consultancy. From our analysis of the indicators obtained, a clear gap can be seen between the client expectations and their perceptions of the service

Suggested Citation

  • Marimon Viadiu, F. & Casadesús Fa, M & Heras Saizarbitoria, I., 2004. "¿Ofrecen Calidad Las Consultorías En Calidad? /," Investigaciones Europeas de Dirección y Economía de la Empresa (IEDEE), Academia Europea de Dirección y Economía de la Empresa (AEDEM), vol. 10(1), pages 189-208.
    • Handle: RePEc:idi:jiedee:v:10:y:2004:i:1:p:189-208
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    References listed on IDEAS

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    1. Schein, Edgar H., 1997. "The concept of client from a process consultation perspective : a guide for change agents," Working papers WP 3946-97., Massachusetts Institute of Technology (MIT), Sloan School of Management.
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