Abstract
As the knowledge-intensive service industry, consultation service quality is the key factor of success to engineering consultation enterprises. However, it is often difficult to quantify the evaluation of service quality. To solve this problem, the paper developed a multi-dimension and multi-level valuation model for engineering consulting service quality which was composed of three main dimensions(environment, interaction and result) and ten sub-dimensions(brand reputation, valence etc.) that were measured from the aspect of reliability, responsiveness, empathy. The paper further studied the application of the fuzzy comprehensive evaluation in the three engineering cost consulting enterprises on the basis of the model. The result showed the model and method are effective and feasible in the evaluation of the engineering cost consultation service quality.
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