IRMA-International.org: Creator of Knowledge
Information Resources Management Association
Advancing the Concepts & Practices of Information Resources Management in Modern Organizations

Perceived Service Quality, Relationship Quality, and IT Outsourcing Success in Malaysian Organizations

Perceived Service Quality, Relationship Quality, and IT Outsourcing Success in Malaysian Organizations
View Free PDF
Author(s): Norshidah Mohamed (International Islamic University Malaysia, Malaysia), Zuraini Ismail (University of Technology Malaysia, Malaysia), Husnayati Hussin (International Islamic University Malaysia, Malaysia) and Ramlah Hussein (International Islamic University Malaysia, Malaysia)
Copyright: 2007
Pages: 5
Source title: Managing Worldwide Operations and Communications with Information Technology
Source Editor(s): Mehdi Khosrow-Pour, D.B.A. (Information Resources Management Association, USA)
DOI: 10.4018/978-1-59904-929-8.ch011
ISBN13: 9781599049298
EISBN13: 9781466665378

Abstract

The objective of this study was to examine the outsourcing of IT functions in Malaysian organizations; in particular how variables like perceived service quality of outsourcer and relationship quality affect outsourcing success. The study adopted a cross-sectional research and employed both self-administered and mailed survey procedure. The unit of analysis in this study is organizational level. In order to achieve the research objective, data was analyzed using structural equation modeling. The measures seem to demonstrate internal consistency for Malaysian organizations. The study confirmed that perceived service quality of outsourcer determines both relationship quality and IT outsourcing success. However, the study did not find a link between relationship quality and IT outsourcing success for Malaysian organizations. Lastly, the finding indicates that the fit for the structural equation model for IT outsourcing success was good.

Body Bottom