Information Service Outsourcing：Customer Satisfaction Index Study-A case study of the Taiwan IBM

• Main Authors: Chien-Huang Lin, 林建煌
• Other Authors: Sheng-Hsun Hsu
• Format: Others
• Language: zh-TW
• Published: 2007
• Online Access: http://ndltd.ncl.edu.tw/handle/44622963696367940585

碩士 === 中華大學 === 資訊管理學系 === 95 === Business can obtain the most professional IT services with the lowest expenses through the IT outsourcing service. The competition advantage for future businesses is Focus, Speed and Innovation.Businesses are competing with each other on the efficiency of managing and operating IT resources instead of the resources themselves. The values generated by business’ IT Outsourcing are: fewer manpower, lower inventory, innovative operation model, higher inventory rotation rate, and better customer satisfaction. In other word, it allows business to focus on Core Business and to generate values with flexibility. Due to the improvement of information technology and the importance of workflow sharing, the outsourcing service of Information becomes a significant and newly arisen issue. It’s controversial about whether to outsource the information systems of a company. According to the market survey, outsourcing services helps the growth of the service industries, and therefore become a remarkable trend. In general, keeping current customers is more important than finding new customers. This research is based on ACSI, ECSI model ans TAM model to propose a suitable Information Service Outsourcing customer satisfaction model. Based on all the above-mentioned studies, and then set directions for individual case study and questionnaire survey. This research completes a study for a successful and large-scale IT Outsourcing case in Taiwan business. Use the PLS to calculate the CSI score of the Taiwan IBM Company. This study proposes the Strategy Management Map to serve as a practical tool to analyze the strength and weakness of the Taiwan IBM and provide the insights for business improvements.