Authors: Mahima Kumari, Dr. Kalpana Rawat
Abstract: This study aims to examine the ways consumers perceive consultancy services and determine the key factors that influence their decision making process. In the rapidly changing and competitive business environment of today, consultancy services are now considered to be key components of individual and organisational decision making, assisting with expert advice within many different subject areas e.g., Education, Finance and Business Management. The primary aim of the study is to provide an understanding of consumer perceptions and to determine how factors such as Service Quality, Trust, Price and Communication impact upon customer satisfaction. The study employs a descriptive and analytical research methodology through the use of both primary and secondary data. Primary data has been collected through the utilisation of the descriptive research design which included the structured administration of a questionnaire to a sample of 100 individuals inclusive of students, professionals and business personnel. The findings of the study suggest that consumer perceptions of consultancy services are predominantly positive, with most respondents believing that the utilisation of consultancy services increases the accuracy of their decision making processes. The constructed perception of consultancy services is seen to be influenced through the most significant learning constructs of Service Quality and Trust, respectively, with Pricing and Communication also being identified as relevant, but to a lesser extent. It is also noted that younger individuals and professionals make up a significant portion of those who use consultancy services with this supporting the concept that there is an increasing level of reliance upon expert advice throughout the world. The study also identifies a number of challenges faced by consumers when attempting to make decisions, including but not limited to:
DOI: https://doi.org/10.5281/zenodo.19693251
