Quality Evaluation in Information Systems Outsourcing

Detalhes bibliográficos
Autor(a) principal: Roses, Luís Kalb
Data de Publicação: 2006
Outros Autores: Hoppen, Norberto, Ballaz, Bernard, Mello Freire, Karine de
Tipo de documento: Artigo
Idioma: eng
Título da fonte: Repositório Institucional da UCB
Texto Completo: http://twingo.ucb.br:8080/jspui/handle/10869/610
https://repositorio.ucb.br:9443/jspui/handle/123456789/7857
Resumo: The aim of this study is to assess quality perception of information system (IS) services outsourced by a large Brazilian bank, both from a technical (results) as well as from a functional (process, relationship) dimension. It is used the SERVPERF instrument from the SERVQUAL model, which has its structure assessed. SERVPERF is suitable for service quality evaluation. The results revealed unsatisfactory quality of the services outsourced, the structure of processes directed to the management of the client-supplier relationship is deficient, and the SERVQUAL model’s structure requires modifications to improve its applicability to the IT outsourcing context.
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spelling Roses, Luís KalbHoppen, NorbertoBallaz, BernardMello Freire, Karine de2016-10-10T03:52:54Z2016-10-10T03:52:54Z2006ROSES, Luís Kalb et al. Quality Evaluation in Information Systems Outsourcing. GI LNI Publications-Lecture Notes in Informatics, v. 26, p. 10-18, 2006.16175468http://twingo.ucb.br:8080/jspui/handle/10869/610https://repositorio.ucb.br:9443/jspui/handle/123456789/7857The aim of this study is to assess quality perception of information system (IS) services outsourced by a large Brazilian bank, both from a technical (results) as well as from a functional (process, relationship) dimension. It is used the SERVPERF instrument from the SERVQUAL model, which has its structure assessed. SERVPERF is suitable for service quality evaluation. The results revealed unsatisfactory quality of the services outsourced, the structure of processes directed to the management of the client-supplier relationship is deficient, and the SERVQUAL model’s structure requires modifications to improve its applicability to the IT outsourcing context.Made available in DSpace on 2016-10-10T03:52:54Z (GMT). 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dc.title.pt_BR.fl_str_mv Quality Evaluation in Information Systems Outsourcing
title Quality Evaluation in Information Systems Outsourcing
spellingShingle Quality Evaluation in Information Systems Outsourcing
Roses, Luís Kalb
Information Systems
Outsourcing
Quality evaluation
SERVQUAL
title_short Quality Evaluation in Information Systems Outsourcing
title_full Quality Evaluation in Information Systems Outsourcing
title_fullStr Quality Evaluation in Information Systems Outsourcing
title_full_unstemmed Quality Evaluation in Information Systems Outsourcing
title_sort Quality Evaluation in Information Systems Outsourcing
author Roses, Luís Kalb
author_facet Roses, Luís Kalb
Hoppen, Norberto
Ballaz, Bernard
Mello Freire, Karine de
author_role author
author2 Hoppen, Norberto
Ballaz, Bernard
Mello Freire, Karine de
author2_role author
author
author
dc.contributor.author.fl_str_mv Roses, Luís Kalb
Hoppen, Norberto
Ballaz, Bernard
Mello Freire, Karine de
dc.subject.por.fl_str_mv Information Systems
Outsourcing
Quality evaluation
SERVQUAL
topic Information Systems
Outsourcing
Quality evaluation
SERVQUAL
dc.description.abstract.por.fl_txt_mv The aim of this study is to assess quality perception of information system (IS) services outsourced by a large Brazilian bank, both from a technical (results) as well as from a functional (process, relationship) dimension. It is used the SERVPERF instrument from the SERVQUAL model, which has its structure assessed. SERVPERF is suitable for service quality evaluation. The results revealed unsatisfactory quality of the services outsourced, the structure of processes directed to the management of the client-supplier relationship is deficient, and the SERVQUAL model’s structure requires modifications to improve its applicability to the IT outsourcing context.
dc.description.version.pt_BR.fl_txt_mv Sim
dc.description.status.pt_BR.fl_txt_mv Publicado
description The aim of this study is to assess quality perception of information system (IS) services outsourced by a large Brazilian bank, both from a technical (results) as well as from a functional (process, relationship) dimension. It is used the SERVPERF instrument from the SERVQUAL model, which has its structure assessed. SERVPERF is suitable for service quality evaluation. The results revealed unsatisfactory quality of the services outsourced, the structure of processes directed to the management of the client-supplier relationship is deficient, and the SERVQUAL model’s structure requires modifications to improve its applicability to the IT outsourcing context.
publishDate 2006
dc.date.issued.fl_str_mv 2006
dc.date.accessioned.fl_str_mv 2016-10-10T03:52:54Z
dc.date.available.fl_str_mv 2016-10-10T03:52:54Z
dc.type.status.fl_str_mv info:eu-repo/semantics/publishedVersion
dc.type.driver.fl_str_mv info:eu-repo/semantics/article
status_str publishedVersion
format article
dc.identifier.citation.fl_str_mv ROSES, Luís Kalb et al. Quality Evaluation in Information Systems Outsourcing. GI LNI Publications-Lecture Notes in Informatics, v. 26, p. 10-18, 2006.
dc.identifier.uri.fl_str_mv http://twingo.ucb.br:8080/jspui/handle/10869/610
https://repositorio.ucb.br:9443/jspui/handle/123456789/7857
dc.identifier.issn.none.fl_str_mv 16175468
identifier_str_mv ROSES, Luís Kalb et al. Quality Evaluation in Information Systems Outsourcing. GI LNI Publications-Lecture Notes in Informatics, v. 26, p. 10-18, 2006.
16175468
url http://twingo.ucb.br:8080/jspui/handle/10869/610
https://repositorio.ucb.br:9443/jspui/handle/123456789/7857
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