Qualité de service du développement des applications: Comparaison des développements maison et de l'externalisation

Translated title of the contribution: System development service quality: A comparison of the in-house development and the application outsourcing environment

Ludwig M K CHANG, Louisa Lui

Research output: Contribution to conferencePaperpeer-review

Abstract

Very few studies have investigated the service quality of the system development process. In this study, an instrument based on SERVPERF's service quality dimensions, i.e., tangibles, reliability, empathy, responsiveness, and assurance, was developed to study the service quality for in-house and outsourced system development process. Analysis of the data collected from 152 system users who had also involved in the development of those systems supported the validity and reliability of the newly developed measures. The relative contribution of the individual service quality dimensions to the overall system development service quality was found to vary between the outsourcing and in-house group, so as the impact of the overall system development service quality on the perceived usefulness and perceived ease of use. These results suggest that users may evaluate the services provided by outsourcing vendors and in-house IT personnel differently.

Translated title of the contributionSystem development service quality: A comparison of the in-house development and the application outsourcing environment
Original languageFrench
Publication statusPublished - 2008
Event29th International Conference on Information Systems, ICIS 2008 - Paris, France
Duration: 14 Dec 200817 Dec 2008

Conference

Conference29th International Conference on Information Systems, ICIS 2008
Country/TerritoryFrance
CityParis
Period14/12/0817/12/08

Scopus Subject Areas

  • Information Systems

User-Defined Keywords

  • Application development outsourcing
  • SERVPERF
  • System development service quality

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