컨설턴트 역량이 컨설팅 성과, 고객만족, 재계약 의도에 미치는 영향에 대한 연구

• 영문명: The Effect of Consultant Competency on Consulting Performance, Customer Satisfaction, and Intention to Renew Contract: Focused on CSV Consulting in the GMP Industry
• 발행기관: 한국산업경영시스템학회
• 저자명: 박대현 백동현
• 간행물 정보: 『산업경영시스템학회지』제46권 제4호, 74~92쪽, 전체 19쪽
• 주제분류: 공학 > 산업공학
• 파일형태: PDF
• 발행일자: 2023.12.31

영문 초록

The computer system validation consulting industry is growing as domestic GMP companies' overseas exports or advancements increase, and computer system validation has been mandatory in Korea since the 2010s, but domestic CSV consulting companies are small in size and have a short history, revealing many shortcomings in terms of service quality and customer satisfaction when conducting consulting. Research related to consulting has been mainly focused on management consulting and IT consulting, and research related to computer system validation is very insufficient. This study confirmed the effect of consultant competency and service quality on consulting performance, customer satisfaction, and intention to renew contract when performing computer system validation through empirical research on food, pharmaceutical, cosmetics, and medical device companies, which are representative companies in the GMP industry. As a result, it was confirmed that consultant competency and service quality had a significant effect on consulting performance, customer satisfaction, and intention to renew contract. In addition, it was confirmed that the reputation and expertise of consulting companies had a moderating effect on the relationship between consultant competency and consulting performance.

목차

1. 서론

2. 이론적 배경

3. 연구 설계 및 분석

4. 연구 결과

5. 결론

키워드

Consultant Competency Service Quality Consulting Performance Customer Satisfaction Intention to Renew Contract