Service Quality Measurement on Information Security Outsourcing
| Autor: | Kuo-Feng Chen, 陳國峰 |
|---|---|
| Rok vydání: | 2007 |
| Druh dokumentu: | 學位論文 ; thesis |
| Popis: | 95 Due to heavy dependence on Information Technologies and Internet in many business operations, Information Security has become one of the major concerns for enterprises. However, any factors, such as technology, personnel, equipment and cost, especially the requirement of security expert, have made businesses decided to outsource their information security activities. Nevertheless, the situation of unable to control the quality of vendor’s service makes many enterprises hesitated in the decision of outsourcing their security tasks. It has become a common awareness in businesses to get higher service quality from their service providers. So it is a main topic for those security service providers to improve their service qualities. In this highly competitive business environment, to provide high-quality service is a crucial factor to success. However, how to define service quality lies on the hands of customers. Although there are many researches on service quality in general and information service in specific, few studies were given on information security service quality. In viewing of the situation, we develop a service quality model for outsourcing information security, based on the service quality model SERVQUAL and BS 7799 Standard. Questionnaire was developed and data was collected from companies outsourcing their security. To refining our model, we use a statistical recursive procedure and also use factor analysis to analyze data. The final service quality model has seven factors, including security, reliability, effectiveness, responsiveness, tangibles, technology-oriented, and empathy, and comprises 27 measurement criteria. We think not only can this service quality model provide enterprises guidelines in their strategies formulate on outsourcing their information security, also it can provide useful suggestions to information security service providers. |
| Databáze: | Networked Digital Library of Theses & Dissertations |
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