IDEAS home Printed from https://ideas.repec.org/a/rnd/arimbr/v4y2012i10p523-531.html
   My bibliography  Save this article

Determinants of Service Quality in High-end IT Enabled Services: An Indian Perspective

Author

Listed:
  • Vandana Srivastava
  • A.Sharfuddin
  • Sanjeev Kishore

Abstract

IT enabled Services (ITeS) have charted tremendous growth in India over the last two decades. Over the years, the service domain has evolved to include high-end services as well as traditional services. Along with fresh opportunities, the evolving service landscape brings new challenges for the service providers, with quality being the prime challenge. As the nature of services change, new determinants of service quality emerge. Towards this aim, this research paper presents a fresh perspective of determinants of service quality in high-end ITeS by integrating elements from traditional service quality models and frameworks with issues related to technology and organizational relationship management. The research involves a two-phase study. Findings from the literature survey and a qualitative study are used to identify the determinants of service quality and to create a hypothetical model. Based on data collected from senior executives of Indian service providers, the second phase of the study presents a regression model of the determinants. The combined linear effects of the determinants were found to account for 76.8% of the variation in success of high-end ITeS projects. The regression model highlights the critical and significant role played by Knowledge Management, Technology Management and Service Design and Delivery in service quality. The findings further highlight the potential of mechanisms for capturing and re-using organizational learning in reducing service quality gaps. The strategic implications presented in the paper will provide a starting point for service providers aiming to engage in providing high-end IT-enabled Services.

Suggested Citation

  • Vandana Srivastava & A.Sharfuddin & Sanjeev Kishore, 2012. "Determinants of Service Quality in High-end IT Enabled Services: An Indian Perspective," Information Management and Business Review, AMH International, vol. 4(10), pages 523-531.
    • Handle: RePEc:rnd:arimbr:v:4:y:2012:i:10:p:523-531
    DOI: 10.22610/imbr.v4i10.1008
    as

    Download full text from publisher

    File URL: https://ojs.amhinternational.com/index.php/imbr/article/view/1008/1008
    Download Restriction: no
    File URL: https://ojs.amhinternational.com/index.php/imbr/article/view/1008
    Download Restriction: no
    File URL: https://libkey.io/10.22610/imbr.v4i10.1008?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    References listed on IDEAS

    as
    1. Nicholas Beaumont & Christina Costa, 2002. "Information Technology Outsourcing in Australia," Information Resources Management Journal (IRMJ), IGI Global, vol. 15(3), pages 14-31, July.
    2. Z. Justin Ren & Yong-Pin Zhou, 2008. "Call Center Outsourcing: Coordinating Staffing Level and Service Quality," Management Science, INFORMS, vol. 54(2), pages 369-383, February.
    3. Sungchul Yoon & Hyunsuk Suh, 2004. "Ensuring IT Consulting SERVQUAL and User Satisfaction: A Modified Measurement Tool," Information Systems Frontiers, Springer, vol. 6(4), pages 341-351, December.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Yang, Jian & Qi, Xiangtong, 2009. "On the design of coordinating contracts," International Journal of Production Economics, Elsevier, vol. 122(2), pages 581-594, December.
    2. Dongyuan Zhan & Amy R. Ward, 2019. "Staffing, Routing, and Payment to Trade off Speed and Quality in Large Service Systems," Operations Research, INFORMS, vol. 67(6), pages 1738-1751, November.
    3. Severin Oesterle & Arne Buchwald & Nils Urbach, 2022. "Investigating the co-creation of IT consulting service value: empirical findings of a matched pair analysis," Electronic Markets, Springer;IIM University of St. Gallen, vol. 32(2), pages 571-597, June.
    4. Mingwen Yang & Varghese S. Jacob & Srinivasan Raghunathan, 2021. "Cloud Service Model’s Role in Provider and User Security Investment Incentives," Production and Operations Management, Production and Operations Management Society, vol. 30(2), pages 419-437, February.
    5. Vasiliki Kostami & Sampath Rajagopalan, 2014. "Speed–Quality Trade-Offs in a Dynamic Model," Manufacturing & Service Operations Management, INFORMS, vol. 16(1), pages 104-118, February.
    6. Haidery, Jamshed & Mandozai, Sayed Wali Shah & Amin, Hafizullahmeen, 2021. "Investigating Structural Relationship Between Service Quality, Satisfaction and Loyalty in Banking Sector of Afghanistan," OSF Preprints ew7f4, Center for Open Science.
    7. Houyuan Jiang & Zhan Pang & Sergei Savin, 2012. "Performance-Based Contracts for Outpatient Medical Services," Manufacturing & Service Operations Management, INFORMS, vol. 14(4), pages 654-669, October.
    8. Xianyi Wang & Xiaofang Wang & Hui He, 2021. "Contracts to Coordinate Healthcare Providers in the Telemedicine Referral System," Sustainability, MDPI, vol. 13(18), pages 1-25, September.
    9. Dilek ERDOGAN & Nuray TOKGOZ, 2020. "The role of contract and relationship norms in the success of Information Technology Outsourcing," Eastern Journal of European Studies, Centre for European Studies, Alexandru Ioan Cuza University, vol. 11, pages 229-250, December.
    10. Benjamin Legros, 2021. "Age-based Markovian approximation of the G/M/1 queue," Post-Print hal-03605431, HAL.
    11. Xiaowei Zhu, 2017. "Outsourcing management under various demand Information Sharing scenarios," Annals of Operations Research, Springer, vol. 257(1), pages 449-467, October.
    12. Hsiao-Hui Lee & Edieal J. Pinker & Robert A. Shumsky, 2012. "Outsourcing a Two-Level Service Process," Management Science, INFORMS, vol. 58(8), pages 1569-1584, August.
    13. Sameer Hasija & Edieal J. Pinker & Robert A. Shumsky, 2008. "Call Center Outsourcing Contracts Under Information Asymmetry," Management Science, INFORMS, vol. 54(4), pages 793-807, April.
    14. Lauren Xiaoyuan Lu & Jan A. Van Mieghem & R. Canan Savaskan, 2009. "Incentives for Quality Through Endogenous Routing," Manufacturing & Service Operations Management, INFORMS, vol. 11(2), pages 254-273, July.
    15. Chenguang (Allen) Wu & Achal Bassamboo & Ohad Perry, 2019. "Service System with Dependent Service and Patience Times," Management Science, INFORMS, vol. 65(3), pages 1151-1172, March.
    16. Bayo-Moriones, Alberto & Galdon-Sanchez, Jose Enrique & Gil, Ricard, 2013. "'Make-or-Buy' of Peripheral Services in Manufacturing: Evidence from Spanish Plant-Level Data," IZA Discussion Papers 7138, Institute of Labor Economics (IZA).
    17. Raassens, Néomie & Wuyts, Stefan & Geyskens, Inge, 2014. "The performance implications of outsourcing customer support to service providers in emerging versus established economies," International Journal of Research in Marketing, Elsevier, vol. 31(3), pages 280-292.
    18. Bhattacharya, Ananya & Singh, Prakash J. & Nand, Alka Ashwini, 2015. "Antecedents of buyer opportunistic behavior in outsourcing relationships," International Journal of Production Economics, Elsevier, vol. 166(C), pages 258-268.
    19. Paisittanand, Sineenad & Olson, David L., 2006. "A simulation study of IT outsourcing in the credit card business," European Journal of Operational Research, Elsevier, vol. 175(2), pages 1248-1261, December.
    20. Legros, Benjamin, 2022. "The principal-agent problem for service rate event-dependency," European Journal of Operational Research, Elsevier, vol. 297(3), pages 949-963.

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:rnd:arimbr:v:4:y:2012:i:10:p:523-531. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Muhammad Tayyab (email available below). General contact details of provider: https://ojs.amhinternational.com/index.php/imbr .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.