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  • Research Objective:: Was The Service Approach of The Third Vendors Accommodating, Action-Driven and Friendly?

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    Aishaa
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    I seek to investigate how outsourcing business processes to third-party vendors impacts Company M's brand image. Key customer satisfaction variables like service quality, reliability, responsiveness, and service attitude will be examined for outsourced services. These satisfaction variables determine overall customer satisfaction, which directly impacts customer perception of a brand and its image. A conceptual framework was developed to study the relationship between outsourcing service delivery, customer satisfaction variables, customer satisfaction, and brand image.

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    Conceptual Model

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    I seek to investigate how outsourcing business processes to third-party vendors impacts Company M's brand image. Key customer satisfaction variables like service quality, reliability, responsiveness, and service attitude will be examined for outsourced services. These satisfaction variables determine overall customer satisfaction, which directly impacts customer perception of a brand and its image. A conceptual framework was developed to study the relationship between outsourcing service delivery, customer satisfaction variables, customer satisfaction, and brand image.

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    © All Rights Reserved
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    5 views1 page

    Research Objective:: Was The Service Approach of The Third Vendors Accommodating, Action-Driven and Friendly?

    Uploaded by

    Aishaa
    I seek to investigate how outsourcing business processes to third-party vendors impacts Company M's brand image. Key customer satisfaction variables like service quality, reliability, responsiveness, and service attitude will be examined for outsourced services. These satisfaction variables determine overall customer satisfaction, which directly impacts customer perception of a brand and its image. A conceptual framework was developed to study the relationship between outsourcing service delivery, customer satisfaction variables, customer satisfaction, and brand image.

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    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
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    Research Objective:

    I seek to investigate the effect of service delivery through business process outsourcing on a
    company’s brand image using Company M as a case study.
    Conceptual Framework- Business process outsourcing on a company’s brand image
    Below is the conceptual framework for this research. I have chosen to study the effects of
    service delivery via Business process outsourcing on key customer satisfaction variables. These
    variables determine overall customer satisfaction which has a direct impact on customer
    perception a brand and consequently brand image. The key customer satisfaction variables
    chosen are:
    Service Quality: Does the service quality delivered by the third-party vendor meet up to the
    expected standards? If not why? Does this affect customer satisfaction?
    Reliability: Did the third-party vendors deliver promised service dependably and accurately? If
    not why?
    Responsiveness: Did the third-party vendors react quickly and positively to the customer
    request?
    Service Attitude: Was the service approach of the third vendors accommodating, action-driven
    and friendly?
    Research Framework- Business process outsourcing on a company’s brand image

    Theory on Management/
    Outsourcing Staff

    Result of analysis

    • Service • Service
    Theory onDelivery
    customer
    Delivery
    Conceptual Management
    satisfaction
    Framework
    • Service
    Delivery

    Result of Analysis
    • Service
    • Service
    Theory on Brand • Service Delivery
    Delivery
    Image Delivery
    Customers

    • Service
    Delivery

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