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

  title={An Evaluation System for IT Outsourcing Customer Satisfaction Using the Analytic Hierarchy Process},
  author={YongKi Yoon and Kun Shin Im},
Many companies have recently been choosing information technology (IT) outsourcing in response to complicated information systems and various internal requirements. In order to monitor and maintain a high quality of IT outsourcing vendors’ services, it is necessary to develop a system to evaluate IT outsourcing customer satisfaction. The system can be used as a tool for choosing IT outsourcing providers. Through the literature reviews and experts’ interviews, we propose the evaluation system of… CONTINUE READING
Highly Cited
This paper has 172 citations. REVIEW CITATIONS

From This Paper

Topics from this paper.


Publications citing this paper.
Showing 1-10 of 13 extracted citations

Factors affecting students' academic performance using Analytic Hierarchy Process (AHP)

2015 International Conference on Research and Education in Mathematics (ICREM7) • 2015
View 2 Excerpts

Performance Comprehensive Evaluation of Large Enterprise Information System Based on the BSC

2012 International Conference on Computing, Measurement, Control and Sensor Network • 2012
View 1 Excerpt

Applying AHP method select online shopping platform

2010 7th International Conference on Service Systems and Service Management • 2010
View 1 Excerpt

173 Citations

Citations per Year
Semantic Scholar estimates that this publication has 173 citations based on the available data.

See our FAQ for additional information.


Publications referenced by this paper.
Showing 1-10 of 54 references

Implementation of a customer satisfaction program: A case study

Chien, T.K, C. H. Su, C. T. Su
Industrial Management & Data Systems, • 2002
View 6 Excerpts
Highly Influenced

An empirical study on IT outsourcing service satisfaction assessment: Focused on ERP project

H. M. Cho
Korea: Kyunghee University. • 2000
View 9 Excerpts
Highly Influenced

Development of a tool for measuring and analyzing computer user satisfaction

J. Bailey, S. Pearson
Management Science, • 1983
View 6 Excerpts
Highly Influenced

TIL service desk: Service support set

G. H. Lee
Retrieved from http:/ / • 2003
View 3 Excerpts
Highly Influenced

IT service capability maturity model (technical report). IR-463, Release L2-1.0

N. Frank, V. V. Hans
View 3 Excerpts
Highly Influenced

Similar Papers

Loading similar papers…