Title: Evaluating IT outsourcing customer satisfaction and its impact on firm performance in Korea

Authors: Yong Ki Yoon, Kun Shin Im

Addresses: Strategy Planning Team, LG Electronics, Seoul 150-721, Korea. ' School of Business, Yonsei University, Seoul 120-749, Korea

Abstract: In Information Technology (IT) outsourcing environments, customers| requirements and feedback are essential to the development of Information Systems (IS) applications and the improvement of the service quality of IT service vendors. This study proposes an instrument of IT Outsourcing Customer Satisfaction (ITOCS). We test its reliability and validity and its association with the firm performance using questionnaires administered to IT outsourcing service receivers in Korea. Survey results suggest that our instrument is a reliable and valid measure of ITOCS and also that the ITOCS positively affects the firm performance. Interestingly, it is found that the satisfaction on maintenance and repairing service by IT vendors is the highest among other services. Moreover, we find that larger IT vendors provide customers with more satisfied IT outsourcing services.

Keywords: customer satisfaction; firm performance; IT outsourcing; Korea; information technology; maintenance; repair.

DOI: 10.1504/IJTM.2008.019413

International Journal of Technology Management, 2008 Vol.43 No.1/2/3, pp.160 - 175

Published online: 11 Jul 2008 *

Full-text access for editors Full-text access for subscribers Purchase this article Comment on this article