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You searched Library Catalogue - Publisher: RoutledgeFalmer,
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Call Number (WOU)
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SP CEMBA 2018 20
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Author
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Jocelyn, Vera Simon
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Title
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Influence of service providers’ quality toward customer satisfaction for successful Information Technology Outsourcing (ITO) in Malaysia / Jocelyn Vera Simon.
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Abstract
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The competition among Service Provider in Malaysia contributes to the continuous pressure to the IT industry. From organization perspective, choosing to outsource an IT function is a huge commitment which relate to serious financial implications to businesses. This quantitative research study sought to identify the determinants of service quality among service providers which will influence the customer satisfaction for outsourced IT services. Based on a survey, a new conceptual framework of customer satisfaction was developed with 6 determinants that based on the SERVQUAL and other past scholarly research which are: Assurance, Responsiveness, Reliability, Tangible, Empathy and Service Attitudes. The study was based on a sample of 178 respondents from a selected organisation. The six service quality variables and dependent variable which is customer satisfaction were all measured using five point Likert scale in a survey questionnaire. From the findings, there were positive significant relationship between all the six service providers’ quality towards the customer satisfaction.
New findings were discovered after conducting this research and previous research findings were strengthened by the results of this research. Future researchers could concentrate on determining the service providers’ quality that influence customer satisfaction.
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Notes
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Final project report submitted in partial fulfilment of the requirements for the Degree of Master of Business Administration (CeMBA).
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Publisher/Year
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Penang : School of Business and Administration, Wawasan Open University, 2018.
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Subject
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Information technology -- Malaysia.
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