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

2005 ◽  
Vol 13 (4) ◽  
pp. 55-76 ◽  
Author(s):  
YongKi Yoon ◽  
Kun Shin Im
Keyword(s):  
Customer Satisfaction ◽  
Analytic Hierarchy Process ◽  
Evaluation System ◽  
It Outsourcing ◽  
Analytic Hierarchy ◽  
The Analytic Hierarchy Process ◽  
Hierarchy Process

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

2008 ◽  
pp. 1219-1235
Author(s):  
Yong Ki Yoon ◽  
Kun Shin Im
Keyword(s):  
Customer Satisfaction ◽  
Analytic Hierarchy Process ◽  
Evaluation System ◽  
It Outsourcing ◽  
Analytic Hierarchy ◽  
Literature Reviews ◽  
Customer Satisfaction Evaluation ◽  
Satisfaction Evaluation ◽  
Hierarchy Process

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.

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

2011 ◽  
pp. 754-777
Author(s):  
YongKi Yoon ◽  
Kun Shin Im
Keyword(s):  
Customer Satisfaction ◽  
Analytic Hierarchy Process ◽  
Evaluation System ◽  
It Outsourcing ◽  
Analytic Hierarchy ◽  
Literature Reviews ◽  
Customer Satisfaction Evaluation ◽  
Satisfaction Evaluation ◽  
Hierarchy Process

Many companies have recently been choosing information technology (IT) out-sourcing 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 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.

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

2011 ◽  
pp. 354-382
Author(s):  
YongKi Yoon ◽  
Kun Shin Im
Keyword(s):  
Customer Satisfaction ◽  
Analytic Hierarchy Process ◽  
Evaluation System ◽  
It Outsourcing ◽  
Analytic Hierarchy ◽  
Literature Reviews ◽  
Customer Satisfaction Evaluation ◽  
Satisfaction Evaluation ◽  
Hierarchy Process

Many companies have recently been choosing information technology (IT) out-sourcing 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 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.

A Case Study Using the Analytic Hierarchy Process for IT Outsourcing Decision Making

2015 ◽  
Vol 8 (1) ◽  
pp. 60-84 ◽  
Author(s):  
Mary Anne Atkinson ◽  
Ozden Bayazit ◽  
Birsen Karpak
Keyword(s):  
Decision Making ◽  
Analytic Hierarchy Process ◽  
It Outsourcing ◽  
Offshore Outsourcing ◽  
Analytic Hierarchy ◽  
Business Decision ◽  
The Analytic Hierarchy Process ◽  
Outsourcing Decision ◽  
Hierarchy Process

Decisions related to managing IT resources - which resources to keep in-house and which resources to outsource - are critical to business success. The goal of this paper is to show the usefulness of the Analytic Hierarchy Process (AHP) as a decision-making tool for IT sourcing decisions, based on an analysis of factors that recent literature found to be associated with IT sourcing risk. Although the AHP previously has been suggested for IT outsourcing decision making, this study is the first to consider evaluating the risks of offshore outsourcing, rural outsourcing, and in-sourcing IT processes by using the AHP. From the perspective of the expert decision maker, three IT sourcing strategies were evaluated with respect to 58 criteria. The case study example presented in this paper shows the effectiveness of the AHP to support management for this business decision. The authors' results show that a systematic approach to analyzing outsourcing can reduce the uncertainty and risk that is common in such decisions.

scholarly journals Evaluation of Community Tourism Empowerment of Ancient Town Based on Analytic Hierarchy Process: A Case Study of Zhujiajiao, Shanghai

2021 ◽  
Vol 13 (5) ◽  
pp. 2882
Author(s):  
Xinyue Zhou ◽  
Jing Wang ◽  
Song Zhang
Keyword(s):  
Analytic Hierarchy Process ◽  
Community Participation ◽  
Evaluation System ◽  
Community Empowerment ◽  
Practical Significance ◽  
Analytic Hierarchy ◽  
Community Tourism ◽  
The Analytic Hierarchy Process ◽  
Hierarchy Process

The research on community empowerment in the protection and utilization of ancient towns has practical significance for the sustainable development of ancient towns. Combined with empirical research, questionnaire survey, this paper analyzes the residents’ awareness of empowerment in the community participation of tourism, taking Zhujiajiao ancient town as a case study. Firstly, the evaluation system of community empowerment is established from four dimensions, including economy, society, politics, and psychology. Secondly, the weights of various factors are calculated by using the analytic hierarchy process, and the status quo of community tourism empowerment is comprehensively evaluated by the fuzzy analysis method. The results show that the degree of community empowerment in Zhujiajiao ancient town is between “average” and “good”. Psychological empowerment has the best score, while political empowerment is relatively weak. So, the dilemma of the top-down participation system needs to be changed. Self-government tourism organizations and the rules of income distribution should be established along with the ability training of tourism management to optimize the community participation mechanism. Application of the analytic hierarchy process to ancient town tourism empowerment is a new attempt and the evaluation scale can be used to other similar sites. Strategies in this paper have referential value for tourism sustainability in practice.

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