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

  • 제46권4호
  • /
  • Pages.74-92
  • /
  • 2023
  • /
  • 2005-0461(pISSN)
  • /
  • 2287-7975(eISSN)
한국산업경영시스템학회 (Society of Korea Industrial and System Engineering)
권호 표지
DOI QR코드

DOI QR Code

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

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

  • 박대현 (한양대학교 일반대학원 경영컨설팅학과) ;
  • 백동현 (한양대학교 ERICA 경상대학 경영학부)
  • Dae-Hyun Park (Graduate School of Management Consulting, Hanyang University) ;
  • Dong-Hyun Baek (Department of Business Administration, Hanyang University ERICA)
  • 투고 : 2023.11.29
  • 심사 : 2023.12.05
  • 발행 : 2023.12.31
PDF 다운로드
⟨ 이전 논문 다음 논문 ⟩

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.

키워드

과제정보

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

참고문헌

  1. Anderson, E. and Weitz, B., Determinants of Continuity in Conventional Industrial Channel Dyads, Marketing Science, 1989, Vol. 8, No. 4. pp. 291-380. https://doi.org/10.1287/mksc.8.4.310.
  2. Bae, J.H., Shin, H.G. and Lee, J.J., A Study on the Impact of Support and Trust from Franchise Headquarters on the Intention to Renew: Focused on Bakery Business, Tourism and Leisure Research, 2010, Vol. 22, No. 3, pp. 137-154.
  3. Bae, Y.S. and Ahn, Y.J., An Empirical Study on the Consultant Competence Influencing the Performance of Management Consulting: Focusing on the Moderating Effects of Consulting Firm Characteristics and Client Characteristics, Korean Society for Service Management Annual Conference, 2013, Vol. 5, pp. 155-170.
  4. Bae, Y.S., An Empirical Study on the Consultant Competence that Influences the Performance of Management Consulting, [Doctoral Dissertation], Dankook University, 2013.
  5. Baron, R.M. and Kenny, D., The Moderator-Mediator Variable Distinction in Social Psychological Research: Conceptual, Strategic, and Statistical Considerations, Journal of Personality and Social Psychology, 1986, Vol. 51, pp. 1173-1182. https://doi.org/10.1037//0022-3514.51.6.1173
  6. Byeon, J.S., A Study on the Factors Influencing the Performance of Management Consulting in Start-up Companies, [Master's Thesis], Hanbat National University, 2009.
  7. Choi, S.I., The Impact of Coffee Franchise Support Systems on Satisfaction, Trust, Business Performance, and Intention to Renew, [Doctoral Dissertation], Kyung Hee University, 2017.
  8. Choi, W., Kim, M., and Na, D.H., Recent Issues and Regulatory Trends in Data Integrity in the Pharmaceutical Industry, Journal of the Pharmaceutical Society of Korea, 2023, Vol. 67, No. 4, pp. 215-223. https://doi.org/10.17480/psk.2023.67.4.215
  9. Choi, Y.G., Kim, S.B., and Hong, W.H., A Study on the Impact of Consultant Competence on Consulting Satisfaction, Journal of the Korea Convergence Society, 2018, Vol. 9, No. 4, pp. 189-199. https://doi.org/10.15207/JKCS.2018.9.4.189
  10. Choi, Y.S., The Impact of Consultant Competence on Customer Satisfaction and Intention to Recontract, [Master's Thesis], Kumoh National Institute of Technology, 2012.
  11. Jang, D.I., Lee, K.H., and Song, S.H., A Study on the Impact of Consultant Competence on Consulting Service Quality and Customer Satisfaction: Focusing on the Moderating Effect of Client Support, Customer Satisfaction Management Research, 2011, Vol. 13, No. 3, pp. 39-64.
  12. Jang, Y., Situational Analysis on the Performance of Different Types of Management Consulting, [Doctoral Dissertation], Korea Advanced Institute of Science and Technology (KAIST), 1997.
  13. Jeon, S.Y. and Han, K.S., Analysis of Key Factors Influencing Customer Satisfaction in Small and Medium-sized Enterprise Consulting, Digital Copyright Research, 2010, Vol. 1, No. 1, pp. 63-71.
  14. Jeon, W.S., A Study on the Impact of Consultant Selection Criteria on Consultant Competence Perception, Consulting Completeness, and Intention to Reuse, [Doctoral Dissertation], Hansung University, 2017.
  15. Jung, G.S., The Impact of Real Estate Brokerage Service Quality on Customer Satisfaction, Trust, and Intention to Recommend: Focused on the Moderating Effects of Product and Customer Characteristics, [Doctoral Dissertation], Hansung University, 2009.
  16. Jung, K.J., The Impact of Consultant Competence and Consulting Service Quality on the Business Performance of Startups: Mediated by Consulting Satisfaction and Utilization, [Master's Thesis], Hansung University, 2019.
  17. Jwa, I.Y. and Park, K.H., The Impact of Value Creation Factors on Purchase Intention, Journal of the Korean Society for Quality Management in Business Engineering, 2021, Vol. 26, No. 2, pp. 91-113. doi:10.35373/KMES.26.2.6.
  18. Kang, T.S., A Study on the Impact of Consultant Competence on Business Performance: Focusing on Non-Financial Performance and Intentions for Recontracting, [Master's Thesis], Hansung University, 2013.
  19. Kerzner, H., Project Management. Van Nostr and Reinhold, New York, USA, 1984.
  20. Kim, G.H. and Hwang, G.S., A Study on the Components of Management Consulting Service Quality, Management Science, 2001, Vol. 18, No. 1, pp. 15-28.
  21. Kim, I.S., Analysis of the Impact of Small and Medium-sized Enterprise Consulting on Organizational Performance, HanDok Journal of Social Sciences, 2008, Vol. 18, No. 1, pp. 159-186.
  22. Kim, J.I. and Yoo, Y.W., An Empirical Study on the Impact of Policy Satisfaction on Small and Medium-sized Enterprise Consulting Clients, Journal of Distribution Information Research, 2014, Vol. 17, No. 6, pp. 81-94. https://doi.org/10.17961/jdmr.17.6.201412.81
  23. Kim, J.I., A Study on the Impact of Post-Consulting Management on Business Performance and Repurchase Intentions of Small and Medium-sized Enterprise Clients, [Doctoral Dissertation], Hansung University, 2016.
  24. Kim, J.K. and Kim, K.Y., Improvement of Mold Filling in Aluminum Gravity Die Casting by Vacuum Suction, Journal of The Korea Foundry Society, 2009, Vol. 29, No. 3, pp. 138-143.
  25. Kim, J.M. and Lee, H.Y., A Study on the Relationship between Satisfaction with Information System Consulting and Corporate Performance, Journal of Information Systems Research, 2017, Vol. 26, No. 4, pp. 189-202.
  26. Kim, K.Y., Kim, M.S., Lee, C.E. and Lee, Y.H., Understanding and Utilizing Business Consulting Services, Seoul, Republic of Korea, Cheongram Publishing, 2008.
  27. Kim, M.J., A Study on the Moderating Effect of Transformational Leadership in the Relationship between Consultant Competence of Management Executives and Organizational Performance, Management Consulting Research, 2015, Vol. 15, No. 1, pp. 195-210.
  28. Kim, Y.H., A Study on the Effectiveness of Consultant Competence, [Doctoral Dissertation], Honam University, 2018.
  29. Kwak, H.J. and Jang, Y.S., Analysis of Factors Affecting the Efficiency and Effectiveness of Real Estate Consulting and Management Consulting, The Korean Journal of Real Estate Studies, 2009, Vol. 36, No. 1, pp. 262-281.
  30. Kwak, H.J., A Study on Factors Enhancing Performance in Management Consulting and Real Estate Consulting, [Doctoral Dissertation], Kyonggi University, 2008.
  31. Lee, C. W., The effect of SME management consulting on the performance through the performance factors of the qualified company, [Doctoral Dissertation], Konkuk University, 2017.
  32. Lee, C.H., Choi, S.G., and Choi, S.H., A Study on Franchisee Satisfaction, Relationship Quality, and Intention to Renew of Franchisees in the Restaurant Industry, Journal of Food Service Management Research, 2006, Vol. 9, No. 1, pp. 173-195.
  33. Lee, D.C. and Back, T.Y., FDA Evaluation Cases and Application Cases of GMP (Good Manufacturing Practice) for Medical Devices in Korea, Korean Journal of Business Administration, 2010, Vol. 2010, No. 08, pp.1-28."
  34. Lee, H.Y. and Choi, M.G., The Impact of the Characteristics of Bakery Franchise Headquarters and Franchise Stores on Franchise Store Performance and Intention to Renew: A Study on Venture Startups, Venture and Entrepreneurship Research, 2014, Vol. 12, No. 3, Integrated Issue 51, pp. 177-190.
  35. Lee, J.B. and Baek, D.H., The Effect of Smartphone Purchasing Determinants on Repurchase Intention, Journal of the Society for Industrial Systems, 2017, English Vol. 40, No. 2, pp. 1-12. https://doi.org/10.11627/jkise.2017.40.2.001
  36. Lee, J.E., Seo, C.J., and Kim, S.C., A Study on the Consultant Competency Model: A Comparison of Competencies between Consultants for Large Enterprises and Small and Medium-sized Enterprises Using AHP Technique, Proceedings of the Integrated Academic Conference of Management-Related Societies, Sogang University, 2010, pp. 253-274.
  37. Lee, J.H., A Study on the Impact of Consulting Service Quality on Consulting Satisfaction and Intention to Reuse, [Master's Thesis], Hansung University, 2015.
  38. Lee, K.H., Analysis of the Impact of Internal Motivational Factors for Participating in Green Certification on Corporate Performance and Customer Satisfaction, Customer Satisfaction Management Research, 2012, Vol. 14, No. 1, pp. 41-61.
  39. Lee, Y.J. and Ra, S.A., A Study on the Relative Impact of Each Dimension of Service Quality on Customer Satisfaction: A Comparison between Existing and Potential Customers, Marketing Research, 2003, Vol. 18, No. 4, pp. 67-97.
  40. Lee, Y.W., Kim, S.S. and Lee, C.S., Analysis of the Mediating Effects of Corporate Characteristics on the Relationship between the Completeness of Management Consulting and Consulting Performance, Accounting Research, 2011, Vol. 16, No. 4, pp. 273-293.
  41. Lim, Y.S., A Study on Determinants of Tenant Satisfaction and Intention to Renew in Small and Medium-sized Buildings, [Doctoral Dissertation], Seoul Venture Graduate School, 2018.
  42. Min, H.M., The Impact of Consultant Competencies and Client Organizational Characteristics on Consulting Performance, [Master's Thesis], Hansung University, 2013.
  43. Ministry of Food and Drug Safety, New GMP Interpretation Guide (Pharmaceutical Manufacturing and Quality Management Standards), 5th Revised Edition, 2011.
  44. Ministry of Food and Drug Safety, Notification No. 2013-116: Regulations on the Implementation of Validation for Pharmaceuticals and Related Products, 2013.
  45. Moon, B.Y., Service Management Theory, Seoul, Hyungseol Publishing, 2008.
  46. Oliver, R. L., Whence Consumer Loyalty?, Journal of Marketing Research, 1999, Vol. 63, No. 4, pp. 33-44. http://doi.org/10.2307/1252099
  47. Park, B.H., Lee, D.W., and Kim, Y.S., A Study on the Measurement of Service Quality in Management Consulting Services, Journal of Quality Management, 2005, Vol. 3, No. 3, pp. 47-58.
  48. Park, D.S., A Study on the Impact of Consultant Communication and Competence on Consulting Performance: Focusing on the Mediating Effects of Service Quality and Trust, [Doctoral Dissertation], Daejeon University, 2023.
  49. Park, J.H. and Lee, S.H., A Study on the Impact of Consulting Quality Factors on Satisfaction and Repurchase: Focused on 'Patent-R&D Integrated Strategy Consulting Services', Management Consulting Research, 2013, Vol. 13, No. 1, pp. 25-54.
  50. Park, S.H. and Lee, K.H., IT Consultant Competence: Focusing on the Perceptual Differences between Consultants and Clients, Information System Review, 2009, Vol. 11, No. 11, pp. 103-132.
  51. Park, S.J., The Impact of Industrial Safety Consultant Competence on Consulting Satisfaction and Utilization as Mediators for Renewal Intention, [Master's Thesis], Seoul Venture University Graduate School, 2022.
  52. Park, S.K., The Impact of Fairness in the Franchise Headquarters on Renewal Intention and Recommendation Intention: Focusing on the Mediating Effect of Relationship Quality, [Doctoral Dissertation], Honam University, 2019.
  53. Park, S.O., A Study on the Impact of Consulting Service Quality on the Intention to Reuse Consulting: Focusing on the Mediating Effects of Consulting Satisfaction and Utilization, [Master's Thesis], Hansung University, 2015.
  54. PDA Technical Report No. 80 (TR80) Data integrity management system for pharmaceutical laboratories, August 2018, pp. 1-63.
  55. Pinto, J.K. and Prescott, J.E., Planning and Tactical Factors in the Project Implementation Process, Journal of Management Studies, 1990, Vol. 27, No. 3, pp. 305-327. https://doi.org/10.1111/j.1467-6486.1990.tb00249.x
  56. Shapiro, E.C., Eccles, R.G., and Soske, T.L., Consulting: has the solution become part of the problem, MIT Sloan Management Review, 1993, Vol. 34, No. 4, p. 89.
  57. Shin, J.H. and Dong, H.L., The Impact of the Competence of Management Consultants on the Business Performance of Consulting Receiving Companies: Focusing on the Mediating Effect of Consulting Acceptance, Journal of Venture and Entrepreneurship Research, 2019, Vol. 14, No. 2, pp. 119-134.
  58. Shin, J.H., The Impact of Competence of Management Consultants on the Business Performance of Consulted Firms: Focusing on the Mediating Effect of the Acceptance of Consulting, [Doctoral Dissertation], Hoseo University, 2019.
  59. Song, J.J., Statistical Analysis Methods Using SPSS/AMOS for Thesis Writing, 21st Century Publishers, [Gyeonggi-do], South Korea, 2015.
  60. Strause, S., Computer System Validation-Definition and Requirements, Journal of Validation Technology, 2009, Vol. 15, pp. 34-36.
  61. Tse, D.K. and Wilton, P.C., Models of Consumer Satisfaction Formation: An Extension, Journal of Marketing Research, 1988, Vol. 25, No. 2, pp.204-212. https://doi.org/10.1177/002224378802500209
  62. Woo, S.M., Grasping SPSS 22 with a Mouse, Seoul, Human and Welfare, 2015.
  63. Yoon, J.H. and Kim, K.S., A Study on the Impact of Logistics Service Quality Factors of Internet Shopping Malls on Customer Satisfaction and Post-Purchase Behavior, Information Systems Research, 2006, Vol. 15, No. 1, pp. 21-48.
  64. Yoon, S.H., A Study on the Impact of the Competencies of Consultants and Project Managers on Business Consulting Performance, [Master's Thesis], Soongsil University, 2008.