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
Strongly Disagree
Disagree
Neutral
Agree
Strongly Agree
IT outsourcing provides our company with potential access to a wide variety of markets.
IT outsourcing provides our company the ability to compete with competitors and make difficult for competitors to imitate.
IT outsourcing helps our company to provide significant contribution on perceived customer benefits.
Cost Reduction
Strongly Disagree
Disagree
Neutral
Agree
Strongly Agree
IT outsourcing enables our company to obtain economy of scale in terms of achieving a return on equipment related fixed costs, as distribution costs over many clients.
IT outsourcing enables our company to transfer its fixed cost to variable cost.
IT outsourcing enables our company to reduce the need to make capital investments in new technologies.
IT outsourcing enables our company to obtain skilled labour at a lower cost.
IT outsourcing enables our company to increase the control towards IT expenses.
Access To Better Skill and Expertise
Strongly Disagree
Disagree
Neutral
Agree
Strongly Agree
IT outsourcing facilitates our company to get qualified workers from IT vendor.
IT outsourcing can provide our company immediate access to the latest technologies.
Our company’s in-house workers can learn new technology of software management and development from the vendor.
Vendor finds itself in a more advantageous position to select, train and manage technology staff.
Flexibility
Strongly Disagree
Disagree
Neutral
Agree
Strongly Agree
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 rule.
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
Strongly Disagree
Disagree
Neutral
Agree
Strongly Agree
They take advantage of advanced methodology and applications.
They do consulting systematically.
They understand our business and service.
They have a great deal of participant intention and communication skill.
They have a great store of consulting knowledge and experience.
For Maintenance and Repairing Service
Strongly Disagree
Disagree
Neutral
Agree
Strongly Agree
They have customer care and management system.
They have quickness in emergency and repairing service.
They give us continuous and periodical maintenance service.
They reflect our requirements and changes timely.
They have excellent service attitude and specialty.
For Education Service
Strongly Disagree
Disagree
Neutral
Agree
Strongly Agree
They have quickness in response to our enquiries.
Instructor has specialty and kindness in education service.
They have continuity of education service.
They keep up their education service and contents development.
Their education takes effect in our IT applications.
For Service Level Agreement (SLA) Quality
Strongly Disagree
Disagree
Neutral
Agree
Strongly Agree
SLA contents are specific and precise.
SLA is accurate.
SLA is realisable and have reality.
SLA contract is classified and clear.
For Information Quality
Strongly Disagree
Disagree
Neutral
Agree
Strongly Agree
Information output is relevant.
Information output is accurate.
Information output is precise.
Information output is complete.
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.
Survey software
Leading survey software to help you turn data into decisions.
Research Edition
Intelligent market research surveys that uncover actionable insights.
Customer Experience
Experiences change the world. Deliver the best with our CX management software.
Workforce
Powerful insights to help you create the best employee experience.
