Research Project: Determinant Factors for the success of IT Outsourcing Service Providers - Case Study on Mutiara Smart Computing

Sdn. Bhd.
Dear Respondent This questionnaires concern how you feel about aspects of IT outsourcing successful base on service quality levels and relationship quality served by MSCSB as well as your views toward Mutiara Smart Computing Sdn Bhd s (MSCSB) performance. completed anonymously and will not be identified in any way. The questionnaires are

Guideline: The following statements are about the industry that your company operates in. Please click the selection that best describe the industry. Please be reminded that there is no right or wrong answer.

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Background Profile Which of the following best describe the organization you work under? Please check (i.e circle the number ) the most appropriate answer Public Sector(please specify company name) Private Sector(please specify company name) Own Business(please specify company name) Others (please specify company name) Which of the following best describe the department you work under? Please check (i.e circle the number) the most appropriate answer Sales and Marketing Business and Policy Planning Human Resources Finance Information Technology Others (please specify) Which of the following best describe the role you play in your organization? Please check (i.e circle the number) the most appropriate answer Director or Senior Mangement IT/IS Manager IT/IS Analyst Others (please specify)

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4. What is the level of your involvement with IT/IS outsourcing decision? Please check (i.e circle the number) the most appropriate answer Decision Maker Influencer

Implementer End user using outsourced service Not involve B. Outsourcing

5. Which of this is currently being supplied by MSCSB for your organization? Please check (i.e circle the number) the most appropriate answer Data Centre Desktop & Laptop System Desktop & LaptopMaintenance Helpdesk Asset Mangement Software Audio & Visual System Others (please specify)
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How long your organization has engaged with MSCSB as the IT service provider? Please check (i.e circle the number) the most appropriate answer Less than 1 year 1 to 3 years 3 to 5 years 5 to 10 years More than 10 years

7. How long you had liased with the respective sales account manager who is representing MSCSB for the business/contract matters? Please check (i.e circle the number) the most appropriate answer Less than 1 year 1 to 3 years 3 to 5 years 5 to 10 years More than 10 years 8. What is your status of engaging MSCSB for theIT Service Provider business/contract matters? Please check (i.e circle the number) the most appropriate answer Potential Existing Customer Former Customer

Please read the following statements carefully and indicate the response that most reflect your opinion.
1 Strongly Disagree 2 Disagree 3 Neutral 4 Agree 5 Strongly Agree

Description Service Quality (SERVQUAL) Tangibles (TG) 1.MSCSB always carry latest product item. 2.The physical equipment at MSCSB is appealing and operational 3.MSCSB s sales representatives who visit me are professional and well mannered 4.Customer liaisons at MSCSB are well composed and knowledgeable 5.Materials associated with the product and services, such as such as pamphlets or statements, business proposal are visually appealing 1.MSCSB always meet deadlines. 2.MSCSB offer products and services adequately for my job needs / requirements. 3.When I have a problem, MSCSB shows a sincere interest in solving the problem. 4.MSCSB performs the service right the first time 5.MSCSB insists on error free orders and records of customers 1.Employees at MSCSB are flexible when delivering a services, e.g. they can quickly adjust to the changing of customers needs 2.Employees at MSCSB are quick to respond to questions e.g. when I have an enquire about how long it takes for spare part replacement. 3.Employees at MSCSB will give prompt service to me. 4.Employees at MSCSB are always willing to help me. 5. MSCSB has provided sufficient IT training for the Systems to me. 6. MSCSB follow all the term and condition set in SLA. (Service Level Agreement)

Reliability(RE)

Responsiveness (RS)

Assurance (AS)

1. MSCSB employees have high level confidence 2. With MSCSB, all transaction are done with integrity and accuracy. 3. I am satisfied with the politeness of employees at MSCSB. 4. Employees at MSCSB have the knowledge to answer any of my questions. 1. Employees of MSCSB give personal attention to me. 2. MSCSB has operating hours that are convenient to me. 3. MSCSB has my best interest at heart. 4. Employees of MSCSB understand my specific needs. 5. Staff at MSCSB always listens to my problems.

Empathy (EM)

Relationship Quality

Benefit and risk sharing. (BR)

Trust. (TR)

1. MSCSB makes decisions that are benefited to me base on win-win situation. 2. MSCSB is willing to provide assistance to me in any circumstances. 3.MSCSB have an impressive level of technical knowledge and understand my business requirements. 4. MSCSB business process meets my expectation based on MSCSB sales presentation. 5.MSCSB share the benefit and risk that can occurred in the process of business 1.MSCSB is reliable to provide the support stated in a Contract/ SLA. 2.Employees of MSCSB inspire trust and confidence when dealing with me. 3.MSCSB gives better customer service. 4.MSCSB employees are good in their job. 5.MSCSB is sincere, cares and honest all the time to me.

Conflict (CF)

1. MSCSB documented all the communication to prevent possible conflict ITs in future. 2. MSCSB and me have periodical meeting to review my IT KPIs to ensure on the same track and to avoid future conflict ITs.

Commitment (CM)

3. MSCSB practicing Change Management to keep me update on the specification changes, any new product announcement or business related. 1.MSCSB continually strives to improve their services 2.MSCSB ensures that I am satisfied with regard to their services 3.MSCSB ensures that out-of-stocks are efficiently communicated to me and will update me when stock is obtained. promptly vendor delivers and over promise on their service 4. MSCSB under should this occur.

Knowledge sharing (KS)

1. MSCSB and me, share expertise obtained from education and training 2. MSCSB and me share know-how, know-where and knowwhom from work experience with each others. 3. MSCSB and me share business proposals and reports with each other. 4. MSCSB and me share business knowledge obtained from newspapers, magazines, journals, television, etc throughout regular technology on the performance when 5. MSCSB provides clarificationupdate session. necessary. 6. MSCSB share their monthly performance reports. 1. After outsourcing to MSCSB, I am able to refocus on core business. 2. After outsourcing to MSCSB, I have increased control of IT expenses 3. After outsourcing to MSCSB, I have enhanced my IT competency. 1. After outsourcing to MSCSB, I have enhanced economies of scale in technological resources 2. After outsourcing to MSCSB, I have enhanced economies of scale in human resources 3. After outsourcing to MSCSB, I have effectively to manage the cost structure through better control of IT expenditure/budget. 1. After outsourcing to MSCSB, I have reduced the risk of technological obsolescence 2. After outsourcing to MSCSB, I have increased access to key ITs 1. MSCSB pricing contains no hidden cost

IT Service Provider Success (Net Benefit)

Strategic Benefits (SB)

Economic Benefit (EB)

Technological Benefits (TB)

Customer Satisfaction

Pricing (PR)

2. MSCSB pricing structure is comprehensive 3. MSCSB pricing is competitive Overall (OV) 1. The overall benefit from MSCSBs service performance is excellent. 2. Would you be likely to recommend MSCSB to others