“ASSESSING SERVICE QUALITY GAPS: EVIDENCE FROM HR CONSULTING SERVICES”

Abstract

Today, Organizations are outsourcing HR services which are rendered by professional entities that has given rise to immense growth of HR consulting services across globe.This study attempts to assess the service quality gaps based on the evidence from the HR Consulting Services. The Researcher has adopted Simple Random Sampling where 34 HR consulting firms that are spread across Bangalore are chosen randomly. Researcher has used nominal scale for categorical variables which are independent variables too and five point rating scale (strongly Disagree to Strongly Agree) for attributes attributed to GAPS. Data is analysed adopting ANOVA and Post-hoc tests to measure the differences and Chi-square association tests to ascertain the association between variables under study.

Key Words: HR Consulting Services, Service GAPS, ANOVA, Chi-square Association.