Journal of Digital Convergence (디지털융복합연구)

The Society of Digital Policy and Management (한국디지털정책학회)
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A Study on the Effect of Consultant Capacity in the Consulting Services of Digital Industry on Influence of Customer Satisfaction and Re-contract Intention

디지털산업 컨설팅서비스에서 컨설턴트 역량이 고객만족과 재계약의도에 미치는 영향에 관한 연구

  • Choi, Young-Seok (National Assembly) ;
  • Lee, Seung-Hee (Dept. of Business Administration, Kumoh National Institute of Technology) ;
  • Son, Hong-Seup (Dept. of Business Administration, Kumoh National Institute of Technology) ;
  • Lee, Byeong-Ju (Dept. of Business Administration, Kumoh National Institute of Technology) ;
  • Seok, Ju-Yun (Dept. of Business Administration, Kumoh National Institute of Technology) ;
  • Hwang, Dong-Ryong (Dept. of Business Administration, Kumoh National Institute of Technology)
  • Received : 2015.02.01
  • Accepted : 2015.04.20
  • Published : 2015.04.28
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Abstract

While the scale of the consulting market growth in quantity quality, the consultant capacity is becoming important in the digital industry. The preceding elements of trust formation to the consultant capacity divided into ability, integrity, and benevolence of consultant. Also, the consultant capacity is to find out what effect the overall trust and customer satisfaction and re-contract. The results of the analysis, consultant capacity have positive(+) effects for the formation of the trust in the practice of consulting project, and consulting service trust has positive(+) effect in the relationship between customer satisfaction and re-contract. In addition, consulting service trust in consultant capacity appeared to has positive(+) mediating effects in the relationship between customer satisfaction and re-contract intend.

디지털산업분야 컨설팅 시장의 규모가 양적 질적으로 성장하면서 서비스를 제공하는 컨설턴트의 역량이 중요해지고 있다. 컨설턴트 역량에 대한 신뢰형성의 선행요소를 컨설턴트의 능력, 성실, 배려로 구분하였고, 컨설턴트의 역량이 전반적인 신뢰와 고객만족과 재계약의도에 어떠한 영향을 미치는지 알아보는 것이다. 분석결과, 컨설팅 프로젝트 수행에 있어 컨설턴트의 역량이 신뢰의 형성에 정(+)의 영향을 미치며, 컨설팅 서비스 신뢰는 고객만족과 재계약의도 모두에게 정(+)의 영향을 미쳤다. 더불어, 컨설팅 역량에서 컨설팅 서비스 신뢰는 고객만족과 재계약의도와의 관계에서 정(+)의 매개효과를 가지는 것으로 나타났다.

Keywords

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