MEASURING SERVICE QUALITY IN SOFTWARE OUTSOURCING AT QUANTIC Co., Ltd-A DIMENSION-BY-DIMENSION ANALYSIS | Zendy

Giao Nam Khanh Ha | Zendy; Duy Ba Huynh | Zendy

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MEASURING SERVICE QUALITY IN SOFTWARE OUTSOURCING AT QUANTIC Co., Ltd-A DIMENSION-BY-DIMENSION ANALYSIS

Author(s) -

Giao Nam Khanh Ha,

Duy Ba Huynh

Publication year - 2009

Publication title -

science and technology development journal

Language(s) - English

Resource type - Journals

ISSN - 1859-0128

DOI - 10.32508/stdj.v12i15.2349

Subject(s) - servqual , dimension (graph theory) , outsourcing , service quality , perception , service (business) , quality (philosophy) , business , marketing , mathematics , psychology , pure mathematics , epistemology , philosophy , neuroscience

The issues of measuring service quality in software industry are not considered important even though the IT industry grew fast and dramatically in recent years. This research aims to investigate the customers’ perception and expectation of services provided by Quantic Co., Ltd. by using the market research instrument called SERVQUAL, the form of a dimension-bydimension. A sample of 137 customers were asked of the perception and expectation of services to identify the service quality by using questionnaires. Descriptive analysis revealed that the service quality gap in two dimensionsAssurance and Reliabilitywere high in comparison to that of the others. It suggests Quantic Co., Ltd some programs to do to reach customers’ expectations.

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