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

Yoon, YongKi; Im, Kun Shin

doi:10.4018/978-1-59904-943-4.ch061

Cited by 3 publications

(4 citation statements)

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“…As for satisfaction, a number of authors have suggested that satisfaction alone is a good measure of success (Kim, Lee, Koo & Nam, 2013;Yoon & Im, 2005, Song & Wong, 2009). The reason may be twofold (Seddon, Cullen & Willcocks, 2007): firstly, it means including and tacitly gauging the costs and benefits implicit in outsourcing; and secondly, satisfaction always constitutes a valid measure, unlike other more specific measures which are not suited to all cases.…”

Section: Satisfactionmentioning

confidence: 99%

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Information systems outsourcing satisfaction: some explanatory factors

González

Gascó

Llopis

2015

Industrial Management &Amp; Data Systems

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Purpose-The present study analyses IS outsourcing success, measuring the latter according to the satisfaction level achieved by users and taking into account three success factors: the role played by the client firm's top management; the relationships between client and provider; and the degree of outsourcing.Design/methodology/approach-A survey was carried out by means of a questionnaire answered by 398 large Spanish firms. Its results were examined using the PLS software and through the proposal of a Structural Equation Model (SEM).Findings-The conclusions reveal that the perceived benefits play a mediating role in outsourcing satisfaction and also that these benefits can be grouped together into three categories: strategic; economic; and technological ones.Originality/Value-The study identifies how some success factors will be more influential than others depending on what type of benefits are ultimately sought with outsourcing.

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Section: Satisfactionmentioning

confidence: 99%

“…As for satisfaction, a number of authors have suggested that satisfaction alone is a good measure of success (Kim et al, 2013;Yoon and Im, 2005;Song and Wong, 2009). The reason may be twofold (Seddon et al, 2007): first, it means including…”

Section: Satisfactionmentioning

confidence: 99%

Information systems outsourcing satisfaction: some explanatory factors

González

Gascó

Llopis

2015

Industrial Management &Amp; Data Systems

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“…AHS 1980 yılında Thomas L. Saaty tarafından ortaya atılan ve çok kriterli karar problemlerinin çözümünde oldukça geniş bir uygulama alanı olan bir yaklaşımdır (Yang ve Huang, 2000;Hafeez vd., 2002;Yoon ve Im, 2005). AHS farklı ölçümlere dayalı (nitel veya nicel) kriter, yargı veya karar alternatiflerini tek bir değerde birleştirip önem açısından sıralamayı amaçlayan ve temel mantığı bu yargıların ikili olarak karşılaştırılması prensibine dayanan matematiksel bir yaklaşımdır (Chin ve Cheng, 2008).…”

Section: Analitik Hiyerarşi Süreci (Ahs)unclassified

Pazarlama Kaynaklarına En Uygun Rekabetçi Pazarlama Stratejisinin Belirlenmesi: Kış Turizmi Otellerine Yönelik Bir Uygulama

Yilmaz¹,

Başar²,

Pabuçcu³

2015

eab

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Marketing resources which they have play a determining role for companies to take advantage on competing. From this point of view, this study aims to determine the most suitable competitive strategies for hotel businesses operating in winter tourism in parallel with the marketing resources they have. In this context, 20 managers/owners of three-or morestar winter hotel businesses located in Eastern Anatolia Region of Turkey are interviewed. The decision method based on the expert opinion of AHP approach and fuzzy TOPSIS method which ranking the importance of alternative are applied to the obtained data. Findings show that the most effective marketing resource on companies to take advantage on competing is capacity of customer relations. In addition to this finding, the other important finding of research is that according to hotels' owners/managers, differentiation strategy is the most useful competation strategy.

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“…AHP originally developed by Saaty (1980) is the most common method in the literature about decision making. It is widely implied for obtaining weights of the criteria and alternatives for a variety of research fields and has been implemented in a wide range of studies for many years (Yoon, 2005;Wang et al, 2013;Kutlu et al, 2014;Longaray et al, 2015;Karim and Karmaker, 2016;Tasci and Gorener, 2016;El Haji et al, 2017).…”

Section: Introductionmentioning

confidence: 99%

Aligning Business and It Strategies in Banking: A Case Study

Başar¹

2020

JGSM

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Determining appropriate business and information technology (IT) strategies supporting each other is fundamental in terms of achieving IT flexibility and business value. Although IT organizations appreciate the importance of the strategic alignment between IT and business as a result of rapid changes in increasing competition, they need to learn the ways of aligning the strategies and establishing an efficient roadmap. This study proposes a generic methodology to build an effective IT roadmap. For this aim, business and IT strategies are aligned in the first step. Then, IT strategies and service areas are aligned based on the improvements in the technology and customer requirements. Expert judgments are considered and Analytical Hierarchy Process (AHP) is applied for alignment, such that relative weights of business-IT strategies and services areas are obtained. The methodology is implemented in an IT company of a Turkish bank. The results are appreciated by the senior managers of the company.

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

Cited by 3 publications

References 0 publications

Information systems outsourcing satisfaction: some explanatory factors

Information systems outsourcing satisfaction: some explanatory factors

Pazarlama Kaynaklarına En Uygun Rekabetçi Pazarlama Stratejisinin Belirlenmesi: Kış Turizmi Otellerine Yönelik Bir Uygulama

Aligning Business and It Strategies in Banking: A Case Study

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