컨설팅서비스품질이 BSC관점의 경영성과에 미치는 영향

This study proved the process that consulting service provided to SMEs leads to management performance through SME management improvement. In the previous study, consulting service measured the perceived consulting service quality including the concept of satisfaction into process quality and result quality, and the process leading to management performance through management improvement was measured by the causal model of BSC perspective. After completing consulting through the SME consulting support project, the questionnaire was distributed to companies that have passed one or two years, and route analysis was performed using the structural equation using 272 copies of the collected questionnaires. The results of this study were as follows: First, the relationship between perceived consulting service quality and non-financial performance was found to be significantly influential, mostly in agreement with previous studies and logical inferences. In particular, the result quality had a greater influence on the company's management improvement than the process quality, and a significant influence relationship was found in both the non-financial performance of BSC perspective, learning and growth perspective, internal process perspective, and customer perspective performance. This can be inferred from the fact that the consulting results and alternatives are recognized as effective in improving management. Second, the causal relationship between BSC's points of view was also confirmed in relation to management performance through consulting. In particular, the strategic path from consulting to learning and growth performance, internal process perspective, customer perspective, financial perspective was identified. In the process of consulting effectively affecting management performance, internal management improvement occurs first through consulting and final financial management performance is achieved through their organic causal relationship. At this point, the indicators of learning and growth were reaffirmed as leading drivers. This study has value and implications in that it presents basic data for related studies such as consulting and management performance.