초록

본 연구는 시스템통합(SI) 사업자의 파트너십 구성 전략과 고객관계요인이 시스템통합 구축 후 시스템 품질 및 시스템 만족도에 어떤 영향을 미치는지에 대해 분석하였다. 시스템통합사업자의 파트너십 구성시기, 상호보완성, 파트너 명성 등의 파트너십 전략과, 고객 참여도, 정보공유, 그리고 신뢰 등의 고객관계요인이 시스템 품질과 시스템 만족도에 미치는 영향을 구조방정식을 사용하여 분석하였다. 자료 수집은 최근 3년 이내에 시스템통합을 구축한 기업을 대상으로 설문조사를 하였으며, 총 317개의 유효한 설문지를 분석 자료로 사용하였다. 본 연구는 IT서비스산업에서 기업들이 파트너십 구성시기, 파트너 선정 등의 파트너십 전략과 고객관계 전략을 어떻게 수립하여 시행하는 것이 비즈니스 성과를 개선할 수 있는지 실증적인 연구 분석을 통해 구체적이고 효과적인 전략을 제시하였다는 점에서 의의가 있다.

키워드

IT서비스, 시스템품질, 시스템 만족, 고객참여, SI, 채널 파트너십

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