Outsourcing Vendor IT Governance Practices and Service Quality in Selected Malaysian Organisations From Client's Perspective

The research investigates the client's perspective of outsourcing vendor information technology (IT) governance practices and service quality. The research uses a cross-sectional survey approach. A total of 100 survey questionnaires were distributed to employees at six client organisations in Malaysia that outsource selected IT functions to a local IT vendor. A total of 92 survey questionnaires were used for analysis. There is evidence to suggest that from client's perspective, vendor IT governance practices impact on service quality in IT outsourcing environment.