Quality evaluation in information systems outsourcing

Zusammenfassung
The aim of this study is to assess quality perception of information system (IS) services outsourced by a large Brazilian bank, both from a technical (results) as well as from a functional (process, relationship) dimension. It is used the SERVPERF instrument from the SERVQUAL model, which has its structure assessed. SERVPERF is suitable for service quality evaluation. The results revealed unsatisfactory quality of the services outsourced, the structure of processes directed to the management of the client-supplier relationship is deficient, and the SERVQUAL model's structure requires modifications to improve its applicability to the IT outsourcing context.
  • Vollständige Referenz
  • BibTeX
Kalb Roses, L., Hoppen, N., Ballaz, B. & Melle Freire, K., (2006). Quality evaluation in information systems outsourcing. In: Feltz, F., Otjacques, B., Oberweis, A. & Poussing, N. (Hrsg.), AIM 2006 – Information Systems and Collaboration: State of the Art and Perspectives (AIM). Bonn: Gesellschaft für Informatik e.V.. (S. 268-280).
@inproceedings{mci/Kalb Roses2006,
author = {Kalb Roses, Luís AND Hoppen, Norberto AND Ballaz, Bernard AND Melle Freire, Karine},
title = {Quality evaluation in information systems outsourcing},
booktitle = {AIM 2006 – Information Systems and Collaboration: State of the Art and Perspectives (AIM)},
year = {2006},
editor = {Feltz, Fernand AND Otjacques, Benoît AND Oberweis, Andreas AND Poussing, Nicolas} ,
pages = { 268-280 },
publisher = {Gesellschaft für Informatik e.V.},
address = {Bonn}
}
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