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

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  • Dae Ryong Kim
  • Myun Joong Chen
  • Milam Aiken

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.

Suggested Citation

  • Dae Ryong Kim & Myun Joong Chen & Milam Aiken, 2005. "Towards an understanding of the relationship between IS outsourcing vendors' service quality and outsourcing effects," International Journal of Information Technology and Management, Inderscience Enterprises Ltd, vol. 4(1), pages 12-24.
    • Handle: RePEc:ids:ijitma:v:4:y:2005:i:1:p:12-24
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    Citations

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    Cited by:

    1. Ravi Thambusamy & Prashant Palvia, 2020. "U.S. Healthcare Provider Capabilities and Performance: the Mediating Roles of Service Innovation and Quality," Information Systems Frontiers, Springer, vol. 22(1), pages 91-111, February.
    2. Aihie Osarenkhoe & Daniella Fjellström & Tove Gioeli & Anna Backer-Meurke, 2024. "Conceptual Framework for Unlocking Customer Satisfaction Drivers in Digital Vendor-Managed Inventory Systems," Administrative Sciences, MDPI, vol. 14(8), pages 1-29, August.
    3. Deng, Chun-Ping & Mao, Ji-Ye & Wang, Guo-Shun, 2013. "An empirical study on the source of vendors’ relational performance in offshore information systems outsourcing," International Journal of Information Management, Elsevier, vol. 33(1), pages 10-19.

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