Keywords: customer satisfaction, firm performance, IT outsourcing, Korea, information technology, maintenance, repair
Evaluating IT outsourcing customer satisfaction and its impact on firm performance in Korea
In Information Technology (IT) outsourcing environments, customers' requirements and feedback are essential to the development of Information Systems (IS) applications and the improvement of the service quality of IT service vendors. This study proposes an instrument of IT Outsourcing Customer Satisfaction (ITOCS). We test its reliability and validity and its association with the firm performance using questionnaires administered to IT outsourcing service receivers in Korea. Survey results suggest that our instrument is a reliable and valid measure of ITOCS and also that the ITOCS positively affects the firm performance. Interestingly, it is found that the satisfaction on maintenance and repairing service by IT vendors is the highest among other services. Moreover, we find that larger IT vendors provide customers with more satisfied IT outsourcing services.