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The effects of partnership quality on business process outsourcing success in Malaysia: key users perspective

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Abstract

This paper proposes a theoretical framework to investigate the impact of partnership quality and other variables—business understanding, commitment, communication, relationship age and top management support—on outsourcing success. Data were gathered from a survey of nine banks, from which 105 respondents participated in this study. The results indicate that partnership quality may serve as a key predictor of outsourcing success. Partnership quality was found to be influenced positively by business understanding, commitment, communication and top management support. However, relationship age was found to be not significantly related to outsourcing success. The implications of these findings are further elaborated.

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Authors and Affiliations

  1. School of Management, Universiti Sains Malaysia, Minden, 11800, Penang, Malaysia

    Ooi Ee, Hasliza Abdul Halim & T. Ramayah

Authors
  1. Ooi Ee
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  2. Hasliza Abdul Halim
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  3. T. Ramayah
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Corresponding author

Correspondence to Hasliza Abdul Halim.

Appendices

Appendix

Section A

Please share with us your business perspectives on the current BPO (centralization of functions into service centers) situation in your company.

Section B

The following statements are designed with the intention to understand the working relationship between the Service Provider(s) and Receiver(s) WITHIN your company.

Note:

  • Service Provider can be defined as the service centre that handles the BPO functions.

  • Service Receivers can be defined as bank branches, customers’ relationship management teams, marketing groups and other front office users that interface between the service centers (providers) and ultimate customers.

Section C

The following are some personal questions about you and your company that will be used for statistical purpose only. Your response will be strictly confidential.  

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Ee, O., Abdul Halim, H. & Ramayah, T. The effects of partnership quality on business process outsourcing success in Malaysia: key users perspective. Serv Bus 7, 227–253 (2013). https://doi.org/10.1007/s11628-012-0152-z

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  • DOI: https://doi.org/10.1007/s11628-012-0152-z

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