A study on the effect of partnership quality on business process outsourcing for banks and financial institutions in Malaysia
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Date
2005-05
Authors
Ooi Ee, Joshua
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Abstract
This research studied the effect of partnership quality on business process outsourcing for banks and financial institutions in Malaysia. A theoretical framework was developed to test partnership quality as critical success factors to outsourcing success. There were five partnership quality variables in the proposed model – business understanding, commitment, communication, age of relationship and top management support together with partnership trust level as mediating variable. Hypotheses were tested with 105 respondents received from 9 banks. It was found out that trust, business understanding and top management support had significant effect on outsourcing success from the perspective of business performance and customer satisfaction.
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Keywords
Business Administration , Partnership Quality , Banks and Financial Institutions