research-article

Customer satisfaction feedback in an IT outsourcing company: a case study on the insigma Hengtian company

Authors:

Xin Xia,

David Lo,

Jingfan Tang,

Shanping LiAuthors Info & Claims

EASE '15: Proceedings of the 19th International Conference on Evaluation and Assessment in Software Engineering

Article No.: 34, Pages 1 - 5

https://doi.org/10.1145/2745802.2745834

Published: 27 April 2015 Publication History

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Abstract

To reduce budget and improve competitive power, some companies would outsource their information technology (IT) functions to a third-party company referred to as an IT outsourcing company. After an outsourcing company completes a project, it would collect feedback from the customer. Analyzing this feedback could help to further improve the service of the outsourcing company. To our best knowledge, there are limited studies on customer satisfaction feedback.

In this paper, we perform a case study of customer satisfaction feedback in an IT outsourcing company. We analyze 3 years of customer satisfaction feedback reports in Insigma Hengtian, which is the one of the well-known IT outsourcing companies in China with more than 2,000 employees. Each report specifies the overall satisfaction of a customer, and feedback on factors that contribute to customer satisfaction including: business knowledge and technical skills, work attitude, communication skills, on-time delivery, cost-effectiveness, etc. In total, we investigate 8 factors which are related to customer satisfaction. Next, we build a logistic regression model and analyze the statistical significance and collinearity characteristics of the independent factors used to build the model. We find that among the 8 factors, business knowledge and technical skills, on-time delivery, and cost-effectiveness are the 3 most important factors, and all of them have positive impact to customer satisfaction.

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Cited By

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Kaewbanjong KIntakosum S(2020)Statistical Analysis with Prediction Models of User Satisfaction in Software Project Factors2020 17th International Conference on Electrical Engineering/Electronics, Computer, Telecommunications and Information Technology (ECTI-CON)10.1109/ECTI-CON49241.2020.9158257(637-643)Online publication date: Jun-2020
https://doi.org/10.1109/ECTI-CON49241.2020.9158257
Kochhar PXia XLo DSharp HWhalen M(2019)Practitioners' views on good software testing practicesProceedings of the 41st International Conference on Software Engineering: Software Engineering in Practice10.1109/ICSE-SEIP.2019.00015(61-70)Online publication date: 27-May-2019
https://dl.acm.org/doi/10.1109/ICSE-SEIP.2019.00015
Xia XLo DBao LSharma ALi S(2017)Personality and Project Success: Insights from a Large-Scale Study with Professionals2017 IEEE International Conference on Software Maintenance and Evolution (ICSME)10.1109/ICSME.2017.50(318-328)Online publication date: Sep-2017
https://doi.org/10.1109/ICSME.2017.50

Index Terms

Customer satisfaction feedback in an IT outsourcing company: a case study on the insigma Hengtian company
1. General and reference
  1. Cross-computing tools and techniques
    1. Metrics

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Information

Published In

EASE '15: Proceedings of the 19th International Conference on Evaluation and Assessment in Software Engineering

April 2015

305 pages

ISBN:9781450333504

DOI:10.1145/2745802

General Chair:
Jian Lv
Nanjing University, China
,
Program Chairs:
He (Jason) Zhang
Nanjing University, China
,
Muhammad Ali Babar
University of Adelaide, Australia

Permission to make digital or hard copies of all or part of this work for personal or classroom use is granted without fee provided that copies are not made or distributed for profit or commercial advantage and that copies bear this notice and the full citation on the first page. Copyrights for components of this work owned by others than ACM must be honored. Abstracting with credit is permitted. To copy otherwise, or republish, to post on servers or to redistribute to lists, requires prior specific permission and/or a fee. Request permissions from [email protected]

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Association for Computing Machinery

New York, NY, United States

Publication History

Published: 27 April 2015

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Funding Sources

National Basic Research Program of China (the 973 Program)
National Key Technology R&D Program of the Ministry of Science and Technology of China
Fundamental Research Funds for the Central Universities

Conference

EASE '15

Sponsor:

EASE '15: 19th International Conference on Evaluation and Assessment in Software Engineering

April 27 - 29, 2015

Nanjing, China

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EASE '15 Paper Acceptance Rate 20 of 65 submissions, 31%;

Overall Acceptance Rate 71 of 232 submissions, 31%

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Cited By

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Kaewbanjong KIntakosum S(2020)Statistical Analysis with Prediction Models of User Satisfaction in Software Project Factors2020 17th International Conference on Electrical Engineering/Electronics, Computer, Telecommunications and Information Technology (ECTI-CON)10.1109/ECTI-CON49241.2020.9158257(637-643)Online publication date: Jun-2020
https://doi.org/10.1109/ECTI-CON49241.2020.9158257
Kochhar PXia XLo DSharp HWhalen M(2019)Practitioners' views on good software testing practicesProceedings of the 41st International Conference on Software Engineering: Software Engineering in Practice10.1109/ICSE-SEIP.2019.00015(61-70)Online publication date: 27-May-2019
https://dl.acm.org/doi/10.1109/ICSE-SEIP.2019.00015
Xia XLo DBao LSharma ALi S(2017)Personality and Project Success: Insights from a Large-Scale Study with Professionals2017 IEEE International Conference on Software Maintenance and Evolution (ICSME)10.1109/ICSME.2017.50(318-328)Online publication date: Sep-2017
https://doi.org/10.1109/ICSME.2017.50

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Information technology outsourcing and non-IT operating costs: an empirical investigation

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