Evaluation de la Qualité dans la Sous-traitance en Systèmes d'Information

Luis Kalb Roses (1) , Norberto Hoppen (1) , Bernard Ballaz (1) , Karine de Mello Freire (1)

1 CERAG - Centre d'études et de recherches appliquées à la gestion

The aim of this study is to assess quality perception of information system (IS) services outsourced by a large Brazilian bank, both from a technical (results) as well as from a functional (process, relationship) dimension. It is used the SERVPERF instrument from the SERVQUAL model, which has its structure assessed. SERVPERF is suitable for service quality evaluation. The results revealed unsatisfactory quality of the services outsourced, the structure of processes directed to the management of the client-supplier relationship is deficient, and the SERVQUAL model's structure requires modifications to improve its applicability to the IT outsourcing context.

Mots clés: Information Systems; outsourcing; quality evaluation; SERVQUAL.

Mots clés: Systèmes d'information; sous-traitance; SERVQUAL

Domaines: Gestion et management

Luis Kalb Roses, Norberto Hoppen, Bernard Ballaz, Karine de Mello Freire. Evaluation de la Qualité dans la Sous-traitance en Systèmes d'Information. 11ème Colloque de l'Association Information et Management (AIM 2006), 2006. ⟨halshs-00078459⟩