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Journal of Emerging Trends in Computing and Information Sciences >> Call for Papers Vol. 8 No. 3, March 2017

Journal of Emerging Trends in Computing and Information Sciences

The Contribution of Service Quality and Partnership Quality on IT Outsourcing Success

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Author Mohamad Noorman Masrek, Mohd Zhahir Yaacob, Mohd Ridwan Seman, Azman Ibrahim
ISSN 2079-8407
On Pages 755-760
Volume No. 5
Issue No. 10
Issue Date November 1, 2014
Publishing Date November 1, 2014
Keywords Outsourcing, service quality, partnership quality, survey, Malaysia


Outsourcing is as an act of predetermined subcontracting part or all a firm’s IT function to one or more external vendor. With the increased competitive pressures, many business enterprises have diminished their operating costs and create new opportunities through outsourcing. Given the dearth of study on outsourcing from the employee perspectives, this study reports the finding factors influencing outsourcing success. Employing a survey research methodology involving 60 employees of a company that heavily involved in outsourcing activities, the results show that both partnership quality and service quality are significant predictors of outsourcing success. This study provides empirical evidence from the user perspective on the importance of partnership quality and service quality in ensuring outsourcing success.

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