The effect of consultant’s ability on customer satisfaction financial and Non-Financial performance

The purpose of this study is to investigate the effect of consultant’s ability in domestic consulting service on customer satisfaction, financial and non-financial performance. The population sample was extracted by convenience sampling and the questionnaire response was analyzed by the questionnaire of 7 point Likert scale. The analysis uses SPSS 20, AMOS 20. The results of this study are as follows: First, customer satisfaction affects customer’s financial and non-financial performance. Second, financial and non-financial performance of customers affects repurchase intentions. Third, the higher the knowledge of consultant, the more significant the influence on customer satisfaction, financial aptitude, non-financial aptitude, and repurchase intention. The results of this study are meaningful in that the ability of consultant’s ability or consultant’s knowledge is measured to measure the impact on customer’s financial and non-financial performance beyond customer’s satisfaction. Through this, we confirmed the importance of knowledge among the consultant’s ability to improve customer’s financial performance as well as non-financial performance measurement and non-financial satisfaction.