컨설팅사는 컨설팅 재구매를 목적으로 컨설팅을 수행하고, 컨설팅 수진 중소기업에서는 컨설팅 품질에 따라 재구매 의도가 발생하는데, 본 연구는 컨설팅서비스품질에 따른 대응정도에 어떤 차이를 보이는지에 대하여 연구 하였다. 컨설팅 수진 중소기업 대상으로 설문 및 통계분석을 실시한 결과 컨설팅 서비스품질이 컨설팅 재 구매 의도에 영향을 미치고, 컨설팅 서비스대응성도 높아야 재 구매 의도가 발생을 확인하였다. 연구결과 컨설팅 서비스 품질이 높다 하더라도 환경변화에 따라 시의 적절하게 대응하지 않는다면 재 구매 발생이 어려움을 확인할 수 있었다. 즉 컨설팅사는 서비스대응성 강화를 위해 서비스 품질과 함께 변화하는 시장정보를 모니터링과 신속 대응시스템을 구축하여야 함을 확인할 수 있었으나, 이를 일반화 하기 에는 데이터 및 시간의 제약으로 연구의 부족함이 있으며, 컨설팅 재구매의도 증가위한 컨설팅서비스품질과 연계된 컨설팅 서비스 대응성 요인을 보완하는 연구가 필요하다.
컨설팅사는 컨설팅 재구매를 목적으로 컨설팅을 수행하고, 컨설팅 수진 중소기업에서는 컨설팅 품질에 따라 재구매 의도가 발생하는데, 본 연구는 컨설팅서비스품질에 따른 대응정도에 어떤 차이를 보이는지에 대하여 연구 하였다. 컨설팅 수진 중소기업 대상으로 설문 및 통계분석을 실시한 결과 컨설팅 서비스품질이 컨설팅 재 구매 의도에 영향을 미치고, 컨설팅 서비스대응성도 높아야 재 구매 의도가 발생을 확인하였다. 연구결과 컨설팅 서비스 품질이 높다 하더라도 환경변화에 따라 시의 적절하게 대응하지 않는다면 재 구매 발생이 어려움을 확인할 수 있었다. 즉 컨설팅사는 서비스대응성 강화를 위해 서비스 품질과 함께 변화하는 시장정보를 모니터링과 신속 대응시스템을 구축하여야 함을 확인할 수 있었으나, 이를 일반화 하기 에는 데이터 및 시간의 제약으로 연구의 부족함이 있으며, 컨설팅 재구매의도 증가위한 컨설팅서비스품질과 연계된 컨설팅 서비스 대응성 요인을 보완하는 연구가 필요하다.
The consulting company conducts consulting for the purpose of repurchasing consulting and the intention of repurchase according to the consulting quality appears in the small and medium enterprises which received the consulting service. The purpose of this study is to find out the difference of cons...
The consulting company conducts consulting for the purpose of repurchasing consulting and the intention of repurchase according to the consulting quality appears in the small and medium enterprises which received the consulting service. The purpose of this study is to find out the difference of consulting service quality according to the degree of correspondence. As a result of the questionnaire and statistical analysis for consulting SMEs, it was confirmed that the quality of consulting service affects the intention of repurching consulting, Research shows that even though consulting service quality is high, it does not lead to re-purchase unless it responds appropriately to changes in the environment. In other words, in order to enhance service responsiveness, consulting firm should be able to monitor the market information that changes with service quality and build a response system to respond quickly. However, to generalize it, In order to increase the consulting repurchase intention, further research is needed to supplement the responsiveness of the consulting service in connection with the quality of the consulting service.
The consulting company conducts consulting for the purpose of repurchasing consulting and the intention of repurchase according to the consulting quality appears in the small and medium enterprises which received the consulting service. The purpose of this study is to find out the difference of consulting service quality according to the degree of correspondence. As a result of the questionnaire and statistical analysis for consulting SMEs, it was confirmed that the quality of consulting service affects the intention of repurching consulting, Research shows that even though consulting service quality is high, it does not lead to re-purchase unless it responds appropriately to changes in the environment. In other words, in order to enhance service responsiveness, consulting firm should be able to monitor the market information that changes with service quality and build a response system to respond quickly. However, to generalize it, In order to increase the consulting repurchase intention, further research is needed to supplement the responsiveness of the consulting service in connection with the quality of the consulting service.
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문제 정의
In previous studies on consulting services, the PM consultant, CEO, consultant service quality, or consultant capacity were measured as independent variables for the quality of consulting service. In this study, The purpose of this study is to analyze whether the researchers have a significant influence on the intention of repurchase of consulting services.
The purpose of this study is to examine the impact of consulting service quality on the intention of consulting repurchase intention and the responsiveness of consulting service.
The purpose of this study is to investigate the effect of consulting service intention on consultant repurchase intention according to the quality of consulting service. The endogenous variables of the consulting service quality proposed in this research model are set as follows: performance schedule in the reliability field, problem solving ability in the field of leadership, assurance, expertise in the field, leadership in the field of typology, I intend to be consulted on purpose.
This study focused on the verification of the effect of a consulting service quality on the repurchase intention of a consulting service. About the influences of the repurchase intention, the consulting service quality was set as the object of this study, many concepts were verified by setting up the structural correlations between the theoretical and abstract properties of the latent variables, the model was quantitatively observed and measured, and the index test was performed through the structural equation model.
가설 설정
In this study, the concept of administrative responsiveness of consulting firm to increase consulting repurchase intention is set as a control variable, and the consulting service quality is set to affect the consulting repurchase intention, and the hypothesis 5 Respectively.
The hypothesis H1, “compliance to the time limit will make a significant effect on intention to receive a consulting” is true.
The hypothesis H2, “the leadership will show a significant effect on intention to receive a consulting” is true.
The hypothesis H3, “the problem solving skills will show a significant effect on intention to receive a consulting” is true.
The hypothesis H3, “the problem solving skills will show a significant effect on intention to receive a consulting” is true.
The hypothesis H4, “the relevant professional knowledge skills will show a significant effect on intention to receive a consulting” is also true.
The hypothesis H4, “the relevant professional knowledge skills will show a significant effect on intention to receive a consulting” is true.
제안 방법
A measurement tool was constructed to verify the correlation of a participation of the consulted business to the impact on the repurchase intention, and the investigation target was set.
This study focused on the verification of the effect of a consulting service quality on the repurchase intention of a consulting service. About the influences of the repurchase intention, the consulting service quality was set as the object of this study, many concepts were verified by setting up the structural correlations between the theoretical and abstract properties of the latent variables, the model was quantitatively observed and measured, and the index test was performed through the structural equation model. The characteristics of the data and the correlations between the factors were figured out to analyze and conclude the influential factors illustrated in the [Table 5].
In order to achieve the purpose of this study, the hypotheses were set, and operational definitions were given to the variables: the independent variables were set as consulting service quality, the dependent variable was set as a repurchase intention of a consulting service, the parameter was set as a responsiveness of a consulting service. For the variables of the consulting service quality in the independent variable, a paradigm of Parasuraman, Zeithaml, and Berry (1988) and Churchill (1979) was cited, and an operational definition was given to the 22 properties of the 5 dimensions using a service quality measurement tool, SERVQUAL, set the independent variables of the problem solving skills in the reliability, the compliance to the time limit in the assurance, the leadership in the empathy, and the relevant professional knowledge skills in tangibility [17-18].
In order to verify the effect of a consulting service quality on the consulting repurchase intention, in correlation to the responsiveness of a consulting service in a mediating effect, the survey was reconstructed using the precedent studies to measure the effect.
In this study, we construct a structural equation model for the impact of consulting service quality on consulting repurchase intention, summarize the criteria for evaluating analytical procedures and model fit, and analyze the effect of consulting service responsiveness on consulting repurchase intention by empirical analysis. We tried to find the optimum model by analyzing the structural equations model for 216 companies.
The purpose of this study is to verify the correlation between consulting service quality and consulting repurchase intention by setting consulting firm 's service responsiveness as control variable through manipulative definition.
The optimal parameter was selected through the statistical test and the fitness index of the individual parameter values. The structural equation model of this study has good overall fitness index , The effect of consulting service quality on the intention of repurchase of consulting service was influenced by the response to consulting service repurchase intention.
The survey method included all the independent variables, the dependent variables, the parameter, and the demographic statistical properties in a same survey questionnaire; and to analyze the studies models set based on the precedent studies, a survey was used in composition of 4 questions of consulting service quality, 1 yes or no question of responsiveness of consulting service, and 8 sections of demographic statistical properties (gender, work experience period, education level, number of employees, type of business, listing status, business scale, and experience of using a consulting service).
The survey was performed as a self-report, and each question was asked in the Likert’s 5 point scale to keep a consistent statistical process.
Through the literary and empirical methods, domestic and international doctor’s dissertations and scholastic research papers were collected and analyzed to explore the concepts, the components, the measurement variances and the types, the theories, and the study models of the service quality and the repurchase intention of a consulting service, and reconstructed a new study model using the operational definition reflecting the author’s experience and the opinion.
Through the operational definition of the variables and the verification of the precedent studies, the validity test was performed to measure the validity of the sample group’s responses in each category.
Based on the proven theories of the previous studies, a study model was set and the hypotheses were tested. To empirically analyze the study model, the effect of a service quality on the repurchase intention was verified, and the structural equation program was used to test the hypothesis on the effect of the responsiveness of consulting service on the repurchase intention.
대상 데이터
By setting a standard statistical sample group, which is needed in the empirical study, a sample was collected in a direct survey method, and the survey was performed on a random sample of 250 consulting client small medium businesses from July 10th, 2016 to July 30th, 2016. Out of a total, 220 samples collected, 216 samples (N=220, collection rate = 88%), excluding the 30 unusable samples, were used in the analysis.
By setting a standard statistical sample group, which is needed in the empirical study, a sample was collected in a direct survey method, and the survey was performed on a random sample of 250 consulting client small medium businesses from July 10th, 2016 to July 30th, 2016. Out of a total, 220 samples collected, 216 samples (N=220, collection rate = 88%), excluding the 30 unusable samples, were used in the analysis.
데이터처리
To verify the confidence, a Cronbach’s α confidence test was performed.
이론/모형
B, Lee (1996:135-136), the operational definition was set as “a will to help a customer immediately and to provide a prompt service”[28]. The dependent variable, the repurchase intention, used a definition of J. Y. Kim (2005), which is a tendency of a fluctuation in the intention of repurchasing by the degree of a product or service evaluation as the operational definition[24].
성능/효과
The factor analysis was performed to find the validity of the participation rate, and 4 factors were extracted. In the results of the factor analysis, the CR value of the compliance of the time limit was 6.447, the CR value of the leadership was 10.535, the CR value of the problem solving skills was 11.706, and the CR value of the professional knowledge was 11.889. In the results of the confidence test, the Cronbach' α of the compliance to the time limit was 0.
KMO and Bartlett’s implementation test results with the values of KMO=.864 and p=.000 showed that the variable selections for the validity test were good; the commonality showed a minimum of .617 and a maximum of .894, the explained total variances were 2 factors, 2 extracted initial eigenvalues were each 60.089 and 19,836, and the explanation power had an initial eigenvalues of 41.429 and 38.496 with a cumulative percentage of 79.925%.
The confidence is verified if the confidence coefficient is .600 or higher; the Cronbach’s α on the consulting service quality was 0.893, the Cronbach’s α on the compliance of the time limit was 0.906, the Cronbach’s α on the problem solving skills was 0.845, and the Cronbach’s α on the professional knowledge was 0.836, and showed a high confidence.
The validity test of the study model showed as in the [Table 3], the p values of each categories of compliance to the time limit, leadership, problem solving skills, and professional knowledge were all 0.05 or below, the χ2value was 54.615, the dfvalue was19,and TLI and CFI index values were 0.9 or higher, which retained that the validity test of the study model.
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