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

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

Yong Ki Yoon, Kun Shin Im
Copyright: © 2008 |Pages: 17
ISBN13: 9781599049397|ISBN10: 1599049392|EISBN13: 9781599049403
DOI: 10.4018/978-1-59904-939-7.ch091
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MLA

Yoon, Yong Ki, and Kun Shin Im. "An Evaluation System for IT Outsourcing Customer Satisfaction Using the Analytic Hierarchy Process." Global Information Technologies: Concepts, Methodologies, Tools, and Applications, edited by Felix B. Tan, IGI Global, 2008, pp. 1219-1235. https://doi.org/10.4018/978-1-59904-939-7.ch091

APA

Yoon, Y. K. & Im, K. S. (2008). An Evaluation System for IT Outsourcing Customer Satisfaction Using the Analytic Hierarchy Process. In F. Tan (Ed.), Global Information Technologies: Concepts, Methodologies, Tools, and Applications (pp. 1219-1235). IGI Global. https://doi.org/10.4018/978-1-59904-939-7.ch091

Chicago

Yoon, Yong Ki, and Kun Shin Im. "An Evaluation System for IT Outsourcing Customer Satisfaction Using the Analytic Hierarchy Process." In Global Information Technologies: Concepts, Methodologies, Tools, and Applications, edited by Felix B. Tan, 1219-1235. Hershey, PA: IGI Global, 2008. https://doi.org/10.4018/978-1-59904-939-7.ch091

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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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