UNIVERSITI TUNKU ABDUL RAHMAN
Faculty of Accountancy and Management
Lot PT 21144, Jalan Sungai Long
Bandar Sungai Long, Cheras
43000 Kajang, Selangor.
The relationship between Factors that Drive IT outsourcing and IT Outsourcing Customer Satisfaction
Dear respondents,
We are a group of undergraduates from UTAR, pursuing Bachelor of Commerce (Hons) Accounting. As part of our Research Methodology and Project Course, we are conducting a research survey on the relationship between factors that drive IT outsourcing and IT outsourcing customer satisfaction.
The objective of our survey is to investigate the customer satisfaction on IT outsourcing that provide by the outsourcer.
The target respondents of this survey are online consumers from Klang Valley. Our questionnaire is divided into three parts; Section A (Factors that drive IT outsourcing), Section B (Customer Satisfaction in IT outsourcing services) and Section C (Company profile). This survey consists of a set of 17-statement in Section A that describe different aspects on the factors that drive IT outsourcing. Section B consists of 23-statement that describe 5 aspects on the customer satisfaction in IT outsourcing service
Your response will be treated as confidential and it will be used for our research purposes.
Name ID No Email
Chong Vei Soon 07UKB08220 [email protected]
Ong Jwee Von 07UKB07996 [email protected]
Ong Li Chian 07UKB07616 [email protected]
Yin Yee Loon 07UKB08287 [email protected]
Thank you very much for your time and support. Please start with the survey now by clicking on the Continue button below.
Section A: Factors that Drive IT Outsourcing
Statements below are some of the factors that drive a company to outsource its IT function. Please indicate the importance of each factor by putting a tick ( / ) at the appropriate box ranging from strongly disagree to strongly agree.
Focus on Core Competencies Access To Better Skill and Expertise Flexibility | | | | | | IT outsourcing relationship allows operational changes exceeding projected capacity on existing service delivery,i.e., service volume fluctuation, urgent or special case processing. | | | | | | | IT outsourcing relationship allows alternation of attributes of its existing services in addressing changing business requirements,e.g., new configuration setup, alternation of processing workflow or business rules. | | | | | | | IT outsourcing relationship allows the addition of entirely new services to address radical changes or shifts in business patterns e.g., new government regulations, technological revamps, and process innovations. | | | | | | | IT outsourcing relationship allow transfer of services to other vendors, or to be brought in-house, e.g., premature termination, vendor instability, or pricing disagreement or dispute. | | | | | | | Our company’s IT department could segment its needs and award them to many providers. | | | | | | |
Section B : Customer satisfaction in IT outsourcing service
Statements below are some of the vendors’ services qualities that will satisfy a company if it outsources its IT function. Please indicate the significance of vendors’ quality that will satisfy you by putting a tick ( / ) at the appropriate box ranging from strongly disagree to strongly agree. The term ‘they’ refers to outsourcing vendors.
For Consulting Quality For Maintenance and Repairing Service For Service Level Agreement (SLA) Quality Section C : Company Profile
Please tick whichever is applicable (you can only tick a box for each question)
Please select your business sectors
Please state your position in the organization How long has your organization been operating? Does your organization outsource its IT services? Please select types of information technology your organization outsources |
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