Measuring IT service quality in the context of team-level service climate and GSD project outcome relationship

The offshore/on-site teams' service quality is one of the most significant aspects of improving the productivity and quality of global software development (GSD) projects. The main aim of this paper is to determine the service quality dimension that imperatively includes (i) service behaviors (ii) service providers and (iii) service product to evaluate the offshore/on-site team-level service quality in GSD projects. In this paper, our aim is to address one such determinant of IT service quality in the software service outsourcing context - service behaviors (service climate). The operational procedure of this paper is as follows: (i) the weights of offshore/on-site teams' service climate attributes with respect to IT service quality criteria are described in linguistic scales with triangular fuzzy numbers; (ii) FMCDM approach is used to determine the degree of importance with respective service quality criteria and is combined into genetic-algorithm (GA) based approach; (iii) twenty-five comprehensive service quality criteria and service climate measurement framework for GSD projects via systematic literature review are taken into account and to extend our earlier work; (iv) this empirical study is tested with 100 offshore/on-site experts in India to analyze IT service quality criteria in the context of offshore/on-site team-level service climate and GSD project outcome relationship. The managerial implications and conclusions are presented.

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