Journal of Korean Society of Industrial and Systems Engineering (산업경영시스템학회지)

Society of Korea Industrial and System Engineering (한국산업경영시스템학회)
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The Effect of Consultant Competency on Consulting Performance, Customer Satisfaction, and Intention to Renew Contract: Focused on CSV Consulting in the GMP Industry

컨설턴트 역량이 컨설팅 성과, 고객만족, 재계약 의도에 미치는 영향에 대한 연구: GMP 산업의 CSV 컨설팅을 중심으로

  • Dae-Hyun Park (Graduate School of Management Consulting, Hanyang University) ;
  • Dong-Hyun Baek (Department of Business Administration, Hanyang University ERICA)
  • 박대현 (한양대학교 일반대학원 경영컨설팅학과) ;
  • 백동현 (한양대학교 ERICA 경상대학 경영학부)
  • Received : 2023.11.29
  • Accepted : 2023.12.05
  • Published : 2023.12.31
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Abstract

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.

Keywords

Acknowledgement

This work was supported by the Ministry of Education of the Republic of Korea and the National Research Foundation of Korea (NRF-2022S1A5C2A04092540)

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