The study of Satisfaction Influence factors in IS Outsourcing from Transaction Cost and Social Exchange Theories Perspectives: The Mediating Role of Trust

• Main Authors: Chien-Hung Kuo, 郭建宏
• Other Authors: Chun-Yang Chang
• Format: Others
• Language: zh-TW
• Published: 2008
• Online Access: http://ndltd.ncl.edu.tw/handle/23406074181007226239

碩士 === 國立高雄應用科技大學 === 資訊管理系碩士在職專班 === 96 === Successful IS outsourcing is helpful to the firm to focus on their core business and gain or sustain competitive advantage in cost and technology. Good customer satisfaction is the way to make the target achievement. Hence, how to understand the customer’s thought and promote the satisfaction are still the most significant issue in IS outsourcing. Owing to the past research focus on single view and seldom study the interaction of IS outsourcing satisfaction influence factors, particularly on the mediated role of trust. The study attempts to integrates two kinds of theories of the transaction cost theory and social exchange theory, put forward an integration model that influence the factor to the IS outsourcing satisfaction. Results in this study indicate that a firm's trust in IS Outsourcing is higher associated with satisfaction. It is also found that outsourcing supplier's reputation is strong positive impact on the firm's trust. Furthermore, the supplier's specific asset investments, communication behavior and compare level are both positive impact on the firm's trust and satisfaction. In the academic aspect, this result should be able to remedy the research of the IS outsourcing satisfaction is not sufficient to make the research of the management modes more completed. On the real affair, this result also can provide the reference of the firms and suppliers in outsourcing management.