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An Evaluation System for IT Outsourcing Customer Satisfaction Using the Analytic Hierarchy Process: The Case Study in Korea

An Evaluation System for IT Outsourcing Customer Satisfaction Using the Analytic Hierarchy Process: The Case Study in Korea

YongKi Yoon, Kun Shin Im
Copyright: © 2008 |Pages: 24
ISBN13: 9781599049434|ISBN10: 1599049430|EISBN13: 9781599049441
DOI: 10.4018/978-1-59904-943-4.ch061
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MLA

Yoon, YongKi, and Kun Shin Im. "An Evaluation System for IT Outsourcing Customer Satisfaction Using the Analytic Hierarchy Process: The Case Study in Korea." Electronic Commerce: Concepts, Methodologies, Tools, and Applications, edited by Annie Becker, IGI Global, 2008, pp. 754-777. https://doi.org/10.4018/978-1-59904-943-4.ch061

APA

Yoon, Y. & Im, K. S. (2008). An Evaluation System for IT Outsourcing Customer Satisfaction Using the Analytic Hierarchy Process: The Case Study in Korea. In A. Becker (Ed.), Electronic Commerce: Concepts, Methodologies, Tools, and Applications (pp. 754-777). IGI Global. https://doi.org/10.4018/978-1-59904-943-4.ch061

Chicago

Yoon, YongKi, and Kun Shin Im. "An Evaluation System for IT Outsourcing Customer Satisfaction Using the Analytic Hierarchy Process: The Case Study in Korea." In Electronic Commerce: Concepts, Methodologies, Tools, and Applications, edited by Annie Becker, 754-777. Hershey, PA: IGI Global, 2008. https://doi.org/10.4018/978-1-59904-943-4.ch061

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Abstract

Many companies have recently been choosing information technology (IT) out-sourcing 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 experts’ interviews, we propose the evaluation system of 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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