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Quality evaluation in information systems outsourcing

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gi-proc-092-017.pdf (230.3 KB)

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Datum

2006

Autor:innen

Zeitschriftentitel

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Bandtitel

Quelle

AIM 2006 – Information Systems and Collaboration: State of the Art and Perspectives (AIM)
Regular Research Papers

Verlag

Gesellschaft für Informatik e.V.

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.

Beschreibung

Kalb Roses, Luís; Hoppen, Norberto; Ballaz, Bernard; Melle Freire, Karine (2006): Quality evaluation in information systems outsourcing. AIM 2006 – Information Systems and Collaboration: State of the Art and Perspectives (AIM). Bonn: Gesellschaft für Informatik e.V.. PISSN: 1617-5468. ISBN: 978-3-88579-186-7. pp. 268-280. Regular Research Papers. Luxembourg, Luxembourg. june 8-9, 2006

Schlagwörter

Information Systems , outsourcing , quality evaluation , SERVQUAL

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Sammlungen

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