An Evaluation System for IT Outsourcing Customer Satisfaction Using the Analytic Hierarchy Process

doi:10.4018/jgim.2005100103

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An Evaluation System for IT Outsourcing Customer Satisfaction Using the Analytic Hierarchy Process

YongKi Yoon, Kun Shin Im

Source Title: Journal of Global Information Management (JGIM)13(4)

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MLA

Yoon, YongKi, and Kun Shin Im. "An Evaluation System for IT Outsourcing Customer Satisfaction Using the Analytic Hierarchy Process." JGIM vol.13, no.4 2005: pp.55-76. http://doi.org/10.4018/jgim.2005100103

APA

Yoon, Y. & Im, K. S. (2005). An Evaluation System for IT Outsourcing Customer Satisfaction Using the Analytic Hierarchy Process. Journal of Global Information Management (JGIM), 13(4), 55-76. http://doi.org/10.4018/jgim.2005100103

Chicago

Yoon, YongKi, and Kun Shin Im. "An Evaluation System for IT Outsourcing Customer Satisfaction Using the Analytic Hierarchy Process," Journal of Global Information Management (JGIM) 13, no.4: 55-76. http://doi.org/10.4018/jgim.2005100103

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Abstract

Many companies recently have been choosing information technology (IT) outsourcing in response to complicated information systems and various internal requirements. In order to monitor and maintain a high quality of IT outsourcing vendors’ services, it is necessary to develop a system to evaluate IT outsourcing customer satisfaction. The system can be used as a tool for choosing IT outsourcing providers. Through the literature reviews and expert interviews, we propose the evaluation system of the IT outsourcing customer satisfaction. Using AHP (analytic hierarchy process) technique, attributes associated with customer satisfaction in IT outsourcing environments are then rated in terms of their importance. The customer satisfaction evaluation system is applied to IT outsourcing service receivers in Korea to demonstrate its practical implications.

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An Evaluation System for IT Outsourcing Customer Satisfaction Using the Analytic Hierarchy Process

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