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Quality Evaluation in Information Systems Outsourcing

Author

Listed:
  • 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)

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.

Suggested Citation

  • Luis Kalb Roses & Bernard Ballaz & Norberto Hoppen & Karine Freire, 2006. "Quality Evaluation in Information Systems Outsourcing," Post-Print halshs-00134263, HAL.
    • Handle: RePEc:hal:journl:halshs-00134263
    as

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