Towards an understanding of the relationship between IS outsourcing vendors' service quality and outsourcing effects

Dae Ryong Kim, Myun Joong Chen and Milam Aiken

International Journal of Information Technology and Management, 2005, vol. 4, issue 1, 12-24

Abstract: A survey of 168 Fortune 500 companies in South Korea shows how the quality of service provided by information systems outsourcing vendors affects customers' perceptions. Results showed that the image projected by the vendors was a major factor in their selection, while reliability, responsiveness, and customer empathy were less important.

Keywords: outsourcing; information systems; SERVQUAL; South Korea; service quality; customer perception; customer satisfaction; vendor selection; supplier selection. (search for similar items in EconPapers)
Date: 2005
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