• 품질경영학회지
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• 제39권1호
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• pp.24-33
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• 2011

This paper investigates the quality determinants in the consulting service for small and medium sized company. The results of the analysis show that the quality dimension is composed of two factors, consulting skills and interaction, and consulting skills are composed of understanding, expertise, and reliability. Also, this paper examines how the quality factors affect customer satisfaction and loyalty using a structural equation model. The result shows that all consulting skills affect customer satisfaction and customer satisfaction affects customer loyalty. The consulting results have an effect on customer satisfaction but have no direct influence on customer loyalty.

• 산업경영시스템학회지
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• 제46권4호
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• pp.74-92
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• 2023

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.

• 한국융합학회논문지
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• 제9권4호
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• pp.189-199
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• 2018

연구의 목적은 컨설턴트의 능력이 컨설팅 만족도, 컨설팅 서비스 품질 및 고객 회사 컨설팅에 대한 이해에 미치는 영향을 조사하는 것이다. 본 연구결과를 요약해보면 컨설턴트 역량이 컨설팅 만족도에 영향을 미치며, 서비스 품질을 매개하여 컨설팅 만족도에 영향을 미칠 것이라는 가설에 대해 대응성, 공감성, 유형성, 확신성, 신뢰성이 유의한 영향을 미치는 것으로 확인할 수 있었다. 또한 수진기업이 컨설팅에 대한 이해가 높을수록 컨설팅의 만족도에 영향을 미치는 것으로 나타났다. 컨설팅의 만족도를 향상하기 위해서는 컨설턴트 역량뿐만 아니라 고객의 컨설팅 이해를 향상하기 위한 노력이 기울여야 의도하는 만족도를 달성할 수 있다는 점을 시사하고 있다. 향후 수진기업 측면에서 컨설팅 만족도를 향상할 수 있는 이해도 높일 수 있는 방안에 대한 추가 후속 연구가 필요하다.

• 한국융합학회논문지
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• 제9권4호
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• pp.233-240
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• 2018

컨설팅을 수진한 기업들은 고유의 기업문화를 가지고 있고, 이러한 기업문화는 컨설팅 결과 어떠한 차이를 보이는지에 대한 궁금증과 함께 이해도와 참여도에 따라 만족도에 차이가 있는지 알아보고자 하였다. 구조방정식을 활용한 모델을 분석을 실시한 결과, 질 높은 컨설팅 서비스 품질을 받았다 하더라도 컨설팅을 받은 기업에서 내용을 이해하지 못하거나 참여도가 떨어진다면 만족도 또한 떨어진다는 것을 확인할 수 있었다. 즉,서비스 품질과 수진기업의 이해도 및 참여도에 따라 컨설팅 만족도에 영향을 미친다는 것을 확인할 수 있었다. 이러한 결과가 의미하는 것은 컨설턴트의 수준 높은 컨설팅 서비스도 중요하지만 수진기업의 이해도 및 참여도 또한 컨설팅 만족도에 영향을 미친다는 것을 이해하고, 컨설팅 성과를 높이기 위해서는 수진기업에서도 이해도 및 참여도를 높일 수 있는 기업문화를 구현할 수 있는 적극적인 노력이 필요함을 시사하고 있다.

• 농촌계획
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• 제25권2호
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• pp.23-33
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• 2019

The study aims to measure the quality of consulting services for village-building projects in rural areas. To this end, the government wanted to analyze the impact of the quality of service on residents' satisfaction and business performance in villages that are receiving consulting services. As a result of the empirical analysis of the case areas, the five-dimensional tangibles, reliability, assurance and empathy of the quality of consulting services in rural villages had a defining influence on the residents' satisfaction. And the residents' satisfaction of consulting services had a defining influence on the business performance of the village with tangibles, reliability, and assurances. The main implications presented on the basis of these results were analyzed that it was necessary to universalize the assessment of service quality, to strengthen the burden of the village on the cost of consulting services, and to induce participation through a sufficient understanding of the villagers' business.

• 한국IT서비스학회지
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• 제9권4호
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• pp.71-94
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• 2010

Based on IT that is an important competitive resource within the company, the purpose of this paper is to investigate whether the factors of internal IT audit consulting service quality affect the customer satisfaction. In this research. we have identified five different variables that affect the customer satisfaction which are reliability, professionalism, responsiveness, empathy and strategic partnership. Further, the causal relationship between customer satisfaction and audit consulting service Quality has been examined. This research was conducted empirically targeting business units the results could be summarized as follows. First, the study variables, reliability, professionalism, responsiveness, empathy. and strategic partnerships have been proved to be significant effect on customer satisfaction. Next, the strategic partnership of variables was the biggest influence on the customer satisfaction.

• 한국IT서비스학회지
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• 제12권3호
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• pp.39-54
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• 2013

IT consulting is becoming a norm rather than exception in this age of smart work and information revolution. As IT consulting is one of the knowledge intensive services requiring high credence on both sides, maintaining a good trustful relationship is critical in sustenance of strategic partnership between business firms and IT service firms. Trust is known to be one of the salient constructs in service relationships. In this study, building from the social psychology literature, trust is conceptualized as two dimensions : cognitive and affective trust. Using two dimensions of trust as mediators, a research model is constructed for IT consulting specific context : relationship continuance intention as the dependent construct while expertise, service performance, reputation, relationship satisfaction and value similarity as antecedents of cognitive and affective trust. 145 data points were collected through a survey of IT service client project managers retrospectively asking their experience with IT consultants. Findings suggest that cognitive trust is associated with perceived level of expertise and service performance while affective trust with relationship satisfaction and value similarity, respectively. Interestingly, the paths from reputation are found to be statistically insignificant towards both dimensions of trust, indicating IT service context would be more practically outcome oriented than any other professional service context. Also, cognitive trust seems to maintain stronger influence on relationship continuance intention as anticipated. Implications and limitations are discussed at the end.

• 한국산학기술학회논문지
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• 제9권3호
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• pp.840-845
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• 2008

본 연구는 경영컨설팅 서비스 품질에 관련된 이론적 고찰 및 선행연구를 통하여, 국내 컨설팅의 서비스 품질의 구성요인에 관한 연구가설을 토대로 실증분석 되었다. 실증분석에서는 서비스품질을 결과품질과 비용품질로 대별하여 고객만족도인 성과를 대리측정도구로 하여 영향관계정도를 분석하였다. 본 연구결과를 요약하면 첫째로, 서비스품질의 결과품질과 고객만족도의 고객성과 간에는 상호 관련성이 매우 높은 것으로 분석되었다. 따라서 서비스결과 품질은 고객이 지각하는 정보화에 매우 긍정적인 요인으로 추정되었다. 둘째로, 서비스품질의 비용품질과 고객만족도의 재이용도 측면에서도 유의성이 확인 되었다. 따라서 향후 정보화 컨설팅 및 경영컨설팅은 중소기업에서 매우 주요한 경쟁요인으로 추정할 수 있었다.

• 품질경영학회지
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• 제33권3호
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• pp.47-58
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• 2005

In this age of highly competitive world of business, the demand of management consulting is increasing for companies seeking to achieve and maintain competitive advantages over their competitors. Along with its continuously growing market trend, therefore, the quality of management consulting needs to be measured in order to improve customer satisfaction. In this paper, we developed measurement items of the service quality in management consulting using the dimensions of the SERVQUAL model, analyzed the validity of the dimensions, and examined the differences among the effects of those dimensions on customer satisfaction and customer loyalty.

• 디지털융복합연구
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• 제13권3호
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• pp.95-106
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• 2015

본 연구에서는 이미 마케팅, 심리학 분야에서 연구가 활발히 이루어지고 있는 관계배태성 이론을 컨설팅 산업에서 적용해 보고자 하였다. 서비스 제공자의 다양한 노력과 친사회적 서비스가 고객관계와 그에 대한 효과에 대해 중요성을 확인해 보고자 하였다. 또한, 컨설팅 분야에서도 컨설턴트의 친사회적 서비스로 하여금, 고객과의 관계에 있어서 배태성이 적용되는지에 대한 확인을 하고자 하였다. 이를 통해 컨설팅 기업의 마케팅 방향을 제시하고자 함이 본 연구에 목적이다. 연구 결과를 요약하면 다음과 같다. 컨설턴트의 친사회적 서비스는 고객과의 관계신뢰, 관계만족에 긍정적인 영향이 있음을 검증하였고, 관계적 배태성은 관계신뢰와 관계만족에도 긍정적인 영향을 주는 것으로 확인되었다. 또한, 관계적 배태성과 관계신뢰, 관계만족은 장기적인 관계 지향에 긍정적 영향을 주는 것으로 확인되었다.