Quality Evaluation in Information Systems Outsourcing

Luis Kalb Roses, Bernard Ballaz, Norberto Hoppen and Karine Freire
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Luis Kalb Roses: CERAG - Centre d'études et de recherches appliquées à la gestion - UPMF - Université Pierre Mendès France - Grenoble 2 - CNRS - Centre National de la Recherche Scientifique
Bernard Ballaz: CERAG - Centre d'études et de recherches appliquées à la gestion - UPMF - Université Pierre Mendès France - Grenoble 2 - CNRS - Centre National de la Recherche Scientifique
Norberto Hoppen: CERAG - Centre d'études et de recherches appliquées à la gestion - UPMF - Université Pierre Mendès France - Grenoble 2 - CNRS - Centre National de la Recherche Scientifique
Karine Freire: CERAG - Centre d'études et de recherches appliquées à la gestion - UPMF - Université Pierre Mendès France - Grenoble 2 - CNRS - Centre National de la Recherche Scientifique

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Abstract: The Aim of this study is to assess quality perception of information system(IS) services outsourced by a large Brazilian bank, both from technical point of view as well as from a functional ( process, relationship) dimension. It is used the SERVPERF instrument from the SERVQUAL model which has its structure assessed. The results revealed unsatisfactory quality of the services outsourced, the structure of processes directed to the management of the client-supplier relationship is deficient.

Keywords: Système d'information; externalisation; évaluation de la qualité; SERVQUAL (search for similar items in EconPapers)
Date: 2006
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Published in AIM 2006 Information Systems and Collaboration: State of the Art and Perspectives, GI – Edition, Lecture Notes in Informatics, pp.433, 2006

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Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:halshs-00134263

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