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Quality evaluation in information systems outsourcing

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dc.contributor.authorKalb Roses, Luís
dc.contributor.authorHoppen, Norberto
dc.contributor.authorBallaz, Bernard
dc.contributor.authorMelle Freire, Karine
dc.contributor.editorFeltz, Fernand
dc.contributor.editorOtjacques, Benoît
dc.contributor.editorOberweis, Andreas
dc.contributor.editorPoussing, Nicolas
dc.date.accessioned2019-06-12T12:42:21Z
dc.date.available2019-06-12T12:42:21Z
dc.date.issued2006
dc.description.abstractThe 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.en
dc.identifier.isbn978-3-88579-186-7
dc.identifier.pissn1617-5468
dc.identifier.urihttps://dl.gi.de/handle/20.500.12116/23761
dc.language.isoen
dc.publisherGesellschaft für Informatik e.V.
dc.relation.ispartofAIM 2006 – Information Systems and Collaboration: State of the Art and Perspectives (AIM)
dc.relation.ispartofseriesLecture Notes in Informatics (LNI) - Proceedings, Volume P-92
dc.subjectInformation Systems
dc.subjectoutsourcing
dc.subjectquality evaluation
dc.subjectSERVQUAL
dc.titleQuality evaluation in information systems outsourcingen
dc.typeText/Conference Paper
gi.citation.endPage280
gi.citation.publisherPlaceBonn
gi.citation.startPage268
gi.conference.datejune 8-9, 2006
gi.conference.locationLuxembourg, Luxembourg
gi.conference.sessiontitleRegular Research Papers

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P092 - AIM 2006 - Information systems and collaboration: state of the art and perspectives, best papers of the 11 th international conference of the association information and management