Information systems outsourcing satisfaction: some explanatory factors

Purpose-The present study analyses IS outsourcing success, measuring the latter according to the satisfaction level achieved by users and taking into account three success factors: the role played by the client firm's top management; the relationships between client and provider; and the degree of outsourcing. Design/methodology/approach-A survey was carried out by means of a questionnaire answered by 398 large Spanish firms. Its results were examined using the PLS software and through the proposal of a Structural Equation Model (SEM). Findings-The conclusions reveal that the perceived benefits play a mediating role in outsourcing satisfaction and also that these benefits can be grouped together into three categories: strategic; economic; and technological ones. Originality/Value-The study identifies how some success factors will be more influential than others depending on what type of benefits are ultimately sought with outsourcing.