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首页> 外文期刊>Journal of global information management >An Evaluation System for IT Outsourcing Customer Satisfaction Using the Analytic Hierarchy Process
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An Evaluation System for IT Outsourcing Customer Satisfaction Using the Analytic Hierarchy Process

机译：基于层次分析法的IT外包客户满意度评价体系

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摘要

Many companies recently have 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 expert interviews, we propose the evaluation system of the IT outsourcing customer satisfaction. Using AHP (analytic hierarchy process) technique, attributes associated with customer satisfaction in IT outsourcing environments are then rated in terms of their importance. The customer satisfaction evaluation system is applied to IT outsourcing service receivers in Korea to demonstrate its practical implications.
机译：最近，许多公司已选择信息技术（IT）外包，以响应复杂的信息系统和各种内部需求。为了监视和维护高质量的IT外包供应商的服务，有必要开发一个评估IT外包客户满意度的系统。该系统可以用作选择IT外包提供商的工具。通过文献综述和专家访谈，我们提出了IT外包客户满意度评估体系。然后使用AHP（层次结构分析）技术，根据IT外包环境中与客户满意度相关的属性对其重要性进行评级。客户满意度评估系统已应用于韩国的IT外包服务接收者，以证明其实际意义。

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