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MEASURING SERVICE QUALITY IN SOFTWARE OUTSOURCING AT QUANTIC Co., Ltd-A DIMENSION-BY-DIMENSION ANALYSIS

Giao Nam Khanh Ha 1, *
Duy Ba Huynh 2
  1. Quantic. Co., Ltd
  2. International University- Vietnam National University HoСhiMinh City
Correspondence to: Giao Nam Khanh Ha, Quantic. Co., Ltd. Email: pvphuc@hcmuns.edu.vn.
Volume & Issue: Vol. 12 No. 15 (2009) | Page No.: 56-72 | DOI: 10.32508/stdj.v12i15.2349
Published: 2009-09-15

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Copyright The Author(s) 2023. This article is published with open access by Vietnam National University, Ho Chi Minh city, Vietnam. This article is distributed under the terms of the Creative Commons Attribution License (CC-BY 4.0) which permits any use, distribution, and reproduction in any medium, provided the original author(s) and the source are credited. 

Abstract

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.

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