클라우드 MSP의 전략적 역할: 이해관계자 이론 기반 CSP ․ MSP ․ 고객 간 인식 실증 분석

Cloud has become the core of corporate IT, supporting digital infrastructure and competitiveness. The cloud ecosystem consists of providers (CSPs), intermediaries (MSPs), and customers, with MSPs playing a key role in cloud adoption, stabilization, and capability building. Yet, perceptions of MSPs’ roles differ across stakeholder groups, and the rise of Generative AI further necessitates a renewed understanding of MSPs’ strategic position. This study examines these perception gaps to identify the strategic role and development directions of MSPs. Using a Stakeholder Theory lens, we compare perceptions of MSP services among CSPs, MSPs, and customers (N = 84). All three groups show high expectations for hygiene factors such as architecture design/migration, cost optimization, and security/compliance, while diverging in their views on differentiating services like big data analytics support. Qualitative responses highlight the importance of strengthening Generative AI (GenAI) and system integration (SI) capabilities as future strategic directions for MSPs. This study empirically reveals stakeholder-specific perception differences within the domestic cloud ecosystem and organizes a strategic framework for MSP service development. Practically, MSPs should maintain strong performance in standardized core services while enhancing GenAI and SI capabilities to achieve differentiated competitive advantage.