The Effect of Consultant Competency on Consulting Performance, Customer Satisfaction, and Intention to Renew Contract: Focused on CSV Consulting in the GMP Industry

서지정보

ㆍ발행기관 : 한국산업경영시스템학회 ㆍ수록지정보 : 산업경영시스템학회지 / 46권 / 4호
ㆍ저자명 : 박대현, 백동현

목차

1. 서 론
2. 이론적 배경
2.1 GMP 산업
2.2 CSV 컨설팅
2.3 컨설턴트 역량
2.4 컨설팅 성과
2.5 고객만족
2.6 재계약 의도
2.7 컨설팅사 특성
3. 연구 설계 및 분석
3.1 연구 모형 설정
3.2 연구가설
3.3 측정 도구
3.4 분석 방법
4. 연구 결과
4.1 표본의 일반적 특성
4.2 측정도구의 타당성, 신뢰성 분석
4.3 상관관계 분석
4.4 다중회귀분석
4.5 위계적 회귀분석
5. 결 론
5.1 결 론
5.2 연구 요약 및 토론
5.3 연구의 시사점
5.4 연구의 한계 및 향후 연구방향
Acknowledgement
References

영어 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.

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