Scientific journal
Научное обозрение. Экономические науки
ISSN 2500-3410
ПИ №ФС77-57503

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THE MAIN APPROACHES TO QUALITY ASSESSMENT OF CONSULTING SERVICES

Beliy E.M. 1 Romanov D.I. 1
1 Federal state budgetary educational institution of higher professional education «Ulyanovsk State University»
There are examined the main approaches to quality assessment of consulting services: marketing approach based on detection of gaps between expectation of consumers and the real result of rendering of service; approach based on formation of model of complex index of quality determinate by aggregate of single indices; approach connected with quality assessment of consulting project realization. There are presented three primary methods in the context of marketing approach - method of gaps assessment, SERVQUAL tool and conception of tolerance zone. The inefficiency of using of marketing approach for assessment of consulting services quality was proved. When using the approach based on complex quality index assessment there was used a postulate that consulting service is «commodity of trust» and in this case the assessment of service quality comes to the assessment of quality of consulting company that renders the service and of company stuff. There is presented an array of single quality indices on which basis a model of complex index may be built. There is shown a prospect of the approach connected with assessment of efficiency of consulting service rendering. Economic indices which can be used for efficiency assessment are systematized.