An empirical analysis of perceived significance of information security service quality to predict the organisational performance in software service industry

Abstract

Businesses have derived various benefits from offshore outsourcing of information and communication technology services while accepting and managing perceived risks with respect to the service quality of information security delivered in the supply chain. In this empirical research, taking India as a case which tops the global information technology outsourcing supply chain world ranking, we examine the perceptions of Indian software services provider (service provider) employees with respect to information security service quality delivered to customers and its impact on the service provider organisational performance. Using the existing dimensions and instruments for service quality and organisational performance, our study provides a framework suitably modified to reflect the context of information security. We have used SmartPLS, a structural equation modeling technique, to analyse field survey data collected from across different Indian cities and companies. Significant finding of our research is that information security service quality in an IT offshore outsourcing company providing software services has an impact on the service provider organisation performance, which can be predicted. In addition we also establish that there is positive relationship collectively between elements of information security service quality and organisation performance. We conclude that there is an urgent and serious need for software outsourcing business enterprises to focus on, amplify and commit to information security service quality at strategic, tactical, and operational levels if they wish to achieve revenue expansion, completely satisfied customers and create long term trusted relationships.