Service Quality of outsourcing at Quantic Co., Ltd- a dimension-by dimension approach

Ha Nam Khanh Giao and Huynh Ba Duy

No n8r73, OSF Preprints from Center for Open Science

Abstract: The issues of measuring service quality in software industry are not considered important even though the IT industry grew fast and dramatically in recent years. This research aims to investigate the customers’ perception and expectation of services provided by Quantic Co., Ltd. by using the market research instrument called SERVQUAL, the form of dimension-by- dimension. A sample of 137 customers were asked of the perception and expectation of services to identify the service quality by using questionnaires. Descriptive analysis revealed that the service quality gap in two dimensions- Assurance and Reliability- were high in comparison to that of the others. It suggests Quantic Co., Ltd some programs to do to reach customers’ expectations.

Date: 2009-12-22
References: Add references at CitEc
Citations:

Downloads: (external link)
https://osf.io/download/5e3d5b14f1369e016b8ab95a/

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:osf:osfxxx:n8r73

DOI: 10.31219/osf.io/n8r73

Access Statistics for this paper

More papers in OSF Preprints from Center for Open Science
Bibliographic data for series maintained by OSF ().