Journal of Digital Convergence (디지털융복합연구)

The Society of Digital Policy and Management (한국디지털정책학회)
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A study on the effect of consultants' competency and service quality on performance in Untact online export support business

온라인수출지원 사업에서 컨설턴트의 역량과 서비스품질이 사업성과에 미치는 영향

  • 이현준 (한성대학교 스마트융합학과) ;
  • 정진택 (한성대학교 사회과학대학)
  • Received : 2020.07.28
  • Accepted : 2020.10.20
  • Published : 2020.10.28
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Abstract

The rapid changes in the industrial environment are providing crises and opportunities for small and medium-sized export enterprises. This study focused on overseas marketing support projects, especially effective consulting support for online marketing, in response to changes in the role of SMEs. Through a survey on companies participating in the online export support project, it was analyzed that both the consultant's competence and service quality had a significant effect on satisfaction, and that satisfaction had a significant effect on corporate performance. Also, satisfaction showed some significant mediating effects. In order to achieve business results, the competence of the consultant and the quality of service must be achieved together. This study presents the criteria for determining substantive factors necessary for the improvement of export support projects, and further studies on capacity-building measures for each factor should be conducted in the future.

산업 환경의 급격한 변화는 수출중소기업에게 위기와 기회를 제공하고 있다. 본 연구는 중소기업의 역할변화에 대응한 해외마케팅지원 사업, 특히 온라인마케팅 지원의 효과적인 수행요인 중 컨설팅관련 사항을 중심으로 연구하였다. 온라인 수출지원 사업 참여기업에 대한 설문조사를 기반으로 진행한연구결과, 컨설턴트의 역량과서비스품질이 모두 지원사업의 만족도에 유의한 영향을 미치고 지원사업의 만족도가 기업성과에 유의한 영향을 주는 것으로 분석되었다. 또한 만족도는 일부 유의한 매개효과를 나타냈다. 변화하는 수출환경하에서 지원사업의 성과달성을 위해서는 컨설턴트의 역량과 서비스품질이 함께 이루어져야 한다. 본 연구는 수출지원사업의 개선에 필요한 실체적 요인의 판단기준을 제시하고 있고 추후 요인별로 역량강화 방안에 대한 추가연구가 함께 이루어져야할 것이다.

Keywords

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