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http://dx.doi.org/10.5762/KAIS.2011.12.11.4778

A Feasibility Study for Evaluation Measurement of IT Outsourcing Service Quality applied on KS-SQI  

Shin, Mi-Hyang (Division of Management Information Systems, Tongmyong University)
Publication Information
Journal of the Korea Academia-Industrial cooperation Society / v.12, no.11, 2011 , pp. 4778-4787 More about this Journal
Abstract
The purpose of this study to develop IT Outsourcing service quality evaluation measurement have been frequently used to apply a model KS-SQI in the service industry. Primary needs fulfillment, unexpected benefits, reliability, individual empathy, positive assistance, accessibility and physical environment were selected as independent variable, they evaluate IT outsourcing service quality in order to verify their suitability as a tool for IT outsourcing service evaluation measurement, to analyze how that affects IT outsourcing satisfaction, and to investigate whether affecting IT outsourcing satisfaction on recontract intentions. To validate the hypothesis by path analysis conducted between variables using LISREL, primary needs fulfillment, reliability, individual empathy, positive assistance, accessibility and physical environment have significant effect on IT outsourcing satisfaction, but unexpected benefits don't have effect on IT outsourcing satisfaction, and IT outsourcing satisfaction showed significant effect on recontract intentions. Six Measurement tools has been proved to be suitable as a IT outsourcing service quality evaluation tool. Contribution of this study to evaluate the quality of IT outsourcing services, KS-SQI model developed by applying the measuring tool was achieved theoretical extensions and practical aspects of a recontract with the provider of IT outsourcing and IT outsourcing services for as a tool to assess the quality of can be used.
Keywords
IT Outsourcing evaluation; Service Quality; KS-SQI; IT outsourcing satisfaction; recontract intentions;
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Times Cited By KSCI : 3  (Citation Analysis)
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