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

Authors: Dae Ryong Kim, Myun Joong Chen, Milam Aiken

Addresses: School of Management, Delaware State University, 1200 N. Dupont Highway, Dover, DE 19901, USA. ' College of Business Administration, University of Ulsan, San 29 Muger2-Dong, Namgu, Ulsan 680-749, South Korea. ' School of Business Administration, University of Mississippi, University MS 38677, USA

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.

Keywords: outsourcing; information systems; SERVQUAL; South Korea; service quality; customer perception; customer satisfaction; vendor selection; supplier selection.

DOI: 10.1504/IJITM.2005.006402

International Journal of Information Technology and Management, 2005 Vol.4 No.1, pp.12 - 24

Published online: 03 Mar 2005 *

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