Understanding Customer Satisfaction in the IT Outsourcing Environment: A Classification of Quality Attributes

Journal of Outsourcing and Organizational Information Management

Download PDF

Hooi Min Song and Siew Fan Wong

Volume 2010 (2010), Article ID 102114, Journal of Outsourcing and Organizational Information Management, 5 pages, DOI:

Received date : ; Accepted date : ; Published date : 12 August 2010


Customer satisfaction is important to outsourcing success and hence outsourcing contract continuation.  However, with an increasingly competitive environment and a reportedly low success rate, maximizing customer satisfaction naturally tops the challenge chart for IT outsourcing vendors.  This paper describes a research-in-progress that aims at first identifying the factors that influence customer satisfaction and then systematically classifying the factors into five different categories of quality defined in Kano’s Theory of Attractive Quality.  Once this study is completed, the research findings, specifically the classification, will be a contribution to the body of knowledge in IT outsourcing.  The classification will also be valuable to vendors that want to satisfy their customers within the constraint of limited resources.  

Keywords: IT outsourcing, customer satisfaction, theory of attractive quality, Kano, classification