Measuring Service Quality in Egyptian Service Outsourcing Provider Companies

By ElKholy, Sayed; ElShewy, Eman | Competition Forum, January 1, 2016 | Go to article overview

Measuring Service Quality in Egyptian Service Outsourcing Provider Companies


ElKholy, Sayed, ElShewy, Eman, Competition Forum


INTRODUCTION

Outsourcing is one of the fastest spreading forms of international trade in a globalization era. It is characterized by exponential growth in the rate of absorbing and mastering new technology and considered a catalyst to ignite worldwide economic welfare. Outsourcing is the process of subcontracting to a specialized supplier a non-core activity that used to be conducted in house and free resources for profit generating activities.

While the increasing pressure to cut cost is still among the primary drivers for this trend, today quality has become a major issue when it comes to choosing an outsourcing partner. As established outsourcing providers are besieged by new entrants from other low-cost countries, new sources of service differentiation become crucial to maintain the loyalty of existing customers and attract new ones. There has been a shiftfrom the low-cost factor to a focus on continual improvement. The cost factor alone has been a risky strategy. Customers are no longer looking for lowest cost but rather a combination of cost, quality, and long-term relationship.

This shifthas urged outsourcing providers to adopt an uncompromising approach towards quality to earn customer loyalty by providing services that are of the highest quality and greatest value. Today, quality is more than just complying with the requirement of established standards. Quality, particularly in a highly competitive environment, is more about cost-effectiveness, carefully reviewing failure modes at every state and, more importantly, planning to prevent such failures. Quality is a journey without a finish line. Performance and quality levels of most processes have the tendency to decrease over time unless forces are exerted to maintain them. To guarantee its sustained existence in the global market, outsourcing providers shifttheir focus from low cost factors to improved quality focus.

Importance of the Research

The importance of this study is basically derived from the importance of the outsourcing process itself as an innovative form of foreign investments. This necessitates studying outsourcing as a potential trend of international trade. Service quality became a vital prerequisite of successful outsourcing process, which is why measuring service quality is important as a driving force of attractiveness and competitiveness of Egyptian outsourcing service provider companies.

Research Aim

This study aims at giving insight into service quality measures of outsourcing provider companies in Egypt and to show how Egypt is to be considered a competitive outsourcing hub attracting more outsourcing contracts.

Research Objective

This study targets the gap between the expected level of quality perceived by the outsourcing client and the actual offered one from the service provider through five-quality dimensions SERVQUAL model.

Research Question

This study approaches the answer of a main question: Whether Egyptian outsourcing providers offer high quality services that satisfy their contracting clients?

This main question can be answered through discussing the following sub questions:

* What is outsourcing as a form of international trade?

* What is outsourcing market overview in Egypt?

* How is service quality an important determinant of attracting outsourcing?

* How to measure service quality in the outsourcing provider companies?

* How can an improved service quality enhance Egyptian outsourcing industry competitiveness?

LITERATURE REVIEW

The literature review of this study is based on a conceptual framework that is disaggregated into three groups. The first group gives a general overview of what is meant by outsourcing, its types, drivers, and main functions as illustrated by previous literature, such as Amiti and Wei (2004), Hummels et al. (2001) and Sykes (2004). The second group defines quality and the importance of service quality in raising outsourcing service provider companies' competitiveness. …

The rest of this article is only available to active members of Questia

Already a member? Log in now.

Notes for this article

Add a new note
If you are trying to select text to create highlights or citations, remember that you must now click or tap on the first word, and then click or tap on the last word.
One moment ...
Default project is now your active project.
Project items
Notes
Cite this article

Cited article

Style
Citations are available only to our active members.
Buy instant access to cite pages or passages in MLA 8, MLA 7, APA and Chicago citation styles.

(Einhorn, 1992, p. 25)

(Einhorn 25)

(Einhorn 25)

1. Lois J. Einhorn, Abraham Lincoln, the Orator: Penetrating the Lincoln Legend (Westport, CT: Greenwood Press, 1992), 25, http://www.questia.com/read/27419298.

Note: primary sources have slightly different requirements for citation. Please see these guidelines for more information.

Cited article

Measuring Service Quality in Egyptian Service Outsourcing Provider Companies
Settings

Settings

Typeface
Text size Smaller Larger Reset View mode
Search within

Search within this article

Look up

Look up a word

  • Dictionary
  • Thesaurus
Please submit a word or phrase above.
Print this page

Print this page

Why can't I print more than one page at a time?

Help
Full screen
Items saved from this article
  • Highlights & Notes
  • Citations
Some of your highlights are legacy items.

Highlights saved before July 30, 2012 will not be displayed on their respective source pages.

You can easily re-create the highlights by opening the book page or article, selecting the text, and clicking “Highlight.”

matching results for page

    Questia reader help

    How to highlight and cite specific passages

    1. Click or tap the first word you want to select.
    2. Click or tap the last word you want to select, and you’ll see everything in between get selected.
    3. You’ll then get a menu of options like creating a highlight or a citation from that passage of text.

    OK, got it!

    Cited passage

    Style
    Citations are available only to our active members.
    Buy instant access to cite pages or passages in MLA 8, MLA 7, APA and Chicago citation styles.

    "Portraying himself as an honest, ordinary person helped Lincoln identify with his audiences." (Einhorn, 1992, p. 25).

    "Portraying himself as an honest, ordinary person helped Lincoln identify with his audiences." (Einhorn 25)

    "Portraying himself as an honest, ordinary person helped Lincoln identify with his audiences." (Einhorn 25)

    "Portraying himself as an honest, ordinary person helped Lincoln identify with his audiences."1

    1. Lois J. Einhorn, Abraham Lincoln, the Orator: Penetrating the Lincoln Legend (Westport, CT: Greenwood Press, 1992), 25, http://www.questia.com/read/27419298.

    Cited passage

    Thanks for trying Questia!

    Please continue trying out our research tools, but please note, full functionality is available only to our active members.

    Your work will be lost once you leave this Web page.

    Buy instant access to save your work.

    Already a member? Log in now.

    Search by... Author
    Show... All Results Primary Sources Peer-reviewed

    Oops!

    An unknown error has occurred. Please click the button below to reload the page. If the problem persists, please try again in a little while.