Record Details

Explaining IT Outsourcing Satisfaction using Domberger’s Theory: An SME Perspective

Gadjah Mada International Journal of Business

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Field Value
 
Title Explaining IT Outsourcing Satisfaction using Domberger’s Theory: An SME Perspective
 
Creator Yap, Ching-Seng
Lim, Yet-Mee
Lee, Teck-Heang
 
Subject customer satisfaction; Domberger’s Theory; Malaysia; IT outsourcing; SMEs
 
Description IT outsourcing has emerged as an important tool for enabling organizations to gain access to specific skills and services, focus on their core competencies, and reduce the cost of IT service provision. With the increasing number of IT outsourcing failures, it is timely to identify the determinants of IT outsourcing satisfaction. This study investigates the types of IT function outsourced and examines the factors influencing customer satisfaction in IT outsourcing in Malaysian small- and medium-enterprises. Using an email questionnaire survey, data are collected from 100 firms listed on the Directory of Small and Medium Enterprises in Malaysia. Drawing from Domberger’s Theory of the Contracting Organization, four hypotheses are developed and tested in this study. Using the PLS path modelling technique, the findings show that focus on core competency, cost reduction, access to IT expertise and skills, and flexibility are positively related to customer satisfaction in IT outsourcing. The paper includes implications and recommendations for future studies.
 
Publisher Master in Management, Faculty of Economics and Business, Universitas Gadjah Mada
 
Date 2013-03-01
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
Peer-reviewed Article
 
Format application/pdf
 
Identifier https://jurnal.ugm.ac.id/gamaijb/article/view/5400
10.22146/gamaijb.5400
 
Source Gadjah Mada International Journal of Business; Vol 15, No 1 (2013): January - April; 45 - 60
2338-7238
1411-1128
 
Language eng
 
Relation https://jurnal.ugm.ac.id/gamaijb/article/view/5400/4396