MEASURING SERVICE QUALITY IN SOFTWARE OUTSOURCING AT QUANTIC Co., Ltd- A DIMENSION-BY-DIMENSION ANALYSIS
Abstract
<!-- /* Font Definitions */ @font-face {font-family:"MS Mincho"; panose-1:2 2 6 9 4 2 5 8 3 4; mso-font-alt:"ＭＳ 明朝"; mso-font-charset:128; mso-generic-font-family:roman; mso-font-format:other; mso-font-pitch:fixed; mso-font-signature:1 134676480 16 0 131072 0;} @font-face {font-family:"\@MS Mincho"; panose-1:2 2 6 9 4 2 5 8 3 4; mso-font-charset:128; mso-generic-font-family:roman; mso-font-format:other; mso-font-pitch:fixed; mso-font-signature:1 134676480 16 0 131072 0;} /* Style Definitions */ p.MsoNormal, li.MsoNormal, div.MsoNormal {mso-style-parent:""; margin:0in; margin-bottom:.0001pt; mso-pagination:widow-orphan; font-size:14.0pt; font-family:"Times New Roman"; mso-fareast-font-family:"Times New Roman";} p.MsoToc1, li.MsoToc1, div.MsoToc1 {mso-style-update:auto; mso-style-noshow:yes; mso-style-next:Normal; margin-top:24.0pt; margin-right:0in; margin-bottom:12.0pt; margin-left:0in; text-align:justify; text-indent:28.35pt; line-height:150%; mso-pagination:widow-orphan; tab-stops:dotted 423.0pt; font-size:11.0pt; mso-bidi-font-size:13.0pt; font-family:"Times New Roman"; mso-fareast-font-family:"Times New Roman"; mso-ansi-language:FR; font-weight:bold; mso-bidi-font-weight:normal; font-style:italic; mso-bidi-font-style:normal; mso-no-proof:yes;} p.Char, li.Char, div.Char {mso-style-name:" Char"; mso-style-link:"Default Paragraph Font"; mso-margin-top-alt:auto; margin-right:0in; mso-margin-bottom-alt:auto; margin-left:0in; text-align:justify; text-indent:.5in; line-height:18.0pt; mso-line-height-rule:exactly; mso-pagination:widow-orphan; font-size:11.0pt; font-family:Arial; mso-fareast-font-family:"Times New Roman";} @page Section1 {size:8.5in 11.0in; margin:1.0in 1.25in 1.0in 1.25in; mso-header-margin:.5in; mso-footer-margin:.5in; mso-paper-source:0;} div.Section1 {page:Section1;} -->The issues of measuring service quality in software industry are not considered important even though the IT industry grew fast and dramatically in recent years. This research aims to investigate the customers’ perception and expectation of services provided by Quantic Co., Ltd. by using the market research instrument called SERVQUAL, the form of a dimension-by- dimension. A sample of 137 customers were asked of the perception and expectation of services to identify the service quality by using questionnaires. Descriptive analysis revealed that the service quality gap in two dimensions- Assurance and Reliability- were high in comparison to that of the others. It suggests Quantic Co., Ltd some programs to do to reach customers’ expectations.