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Repurchase intention variables affecting outsourcing decisions by Thailand's kasikornbank PCL
Author(s)
Chamchantra, Suthicha
Fongsuwan, Wanno
Date Issued
January 1, 2014
Type
Article
Abstract
The research objective was to determine patterns, relationships and the influence of user trust, service quality and customer satisfaction on the outsourcing and repeat purchase intention by Thailand's Kasikornbank PCL which in 2013 was Thailand's 2nd largest profitable commercial bank. Additionally, Thailand's National Electronics and Computer Technology Center (NECTEC) has reported that the financial and banking sector has the highest spending on computer services which is primarily focused on the outsourcing of core banking and service management systems. Research methodologies used within this study included both quantitative and qualitative research with quantitative analysis coming from surveys given to 340 Kasikornbank PCL participants using Partial Least Square (PLS), a form of structural equation modeling and qualitative input from questionnaires from 10 key corporate executives who determine policy utilizing the purposive sampling approach. The results showed that the attitudes and behavior of banks had a direct and immediate overall effect on outsourcing repurchases intention. This was a fact recognized by a hypothesis significance p≤0.05, with the results of qualitative research being consistent with the results of quantitative research. The findings of the study concluded that outsourcing is a service focused business and as such, outsourcing organizations need to build trust with bank employees while also building service user trust. This has increased researchers' understanding regarding the factors that affect the levels of information technology outsourcing and the study's framework can help practitioners optimize ITO practice for successful ITO outcomes. © 2014 Academic Journals Inc.
Citation
Research Journal of Business Management, 8(3), 217-229, 2014