Information systems outsourcing satisfaction: some explanatory factors

Abstract

Purpose

The purpose of this paper is to analyse Information Systems outsourcing success, measuring the latter according to the satisfaction level achieved by users and taking into account three success factors: the role played by the client firm’s top management; the relationships between client and provider; and the degree of outsourcing.

Design/methodology/approach

A survey was carried out by means of a questionnaire answered by 398 large Spanish firms. Its results were examined using the partial least squares software and through the proposal of a structural equation model.

Findings

The conclusions reveal that the perceived benefits play a mediating role in outsourcing satisfaction and also that these benefits can be grouped together into three categories: strategic; economic; and technological ones.

Originality/value

The study identifies how some success factors will be more influent than others depending which type of benefits are ultimately sought with outsourcing.

Citation

Gonzalez, R., Gasco, J.L. and Llopis, J. (2015), "Information systems outsourcing satisfaction: some explanatory factors", Industrial Management & Data Systems, Vol. 115 No. 6, pp. 1067-1085. https://doi.org/10.1108/IMDS-01-2015-0030