Antecedents Of Outsourcing Intensity And Success For Banking Automated Teller Machine Operations In Malaysia
Rising global competition, escalating operational costs and customers’ demands have resulted in banks considering outsourcing to reduce costs. This research seeks to examine the key components and the antecedents of outsourcing intensity (i.e. percentage of the key component outsourced) of ATM Opera...
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| Format: | Thesis |
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2017
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| Summary: | Rising global competition, escalating operational costs and customers’ demands have resulted in banks considering outsourcing to reduce costs. This research seeks to examine the key components and the antecedents of outsourcing intensity (i.e. percentage of the key component outsourced) of ATM Operations in Malaysia. In addition, the study also investigates whether service quality and relationship quality moderate and mediate between outsourcing intensity and outsourcing success. This study utilizes sequential explanatory mixed methods. In the first phase, a survey approach was used to collect data from ATM operations personnel, data collected via online resulted in 142 usable survey questionnaires responses from ATM operations personnel (40.2 percent response rate) across 22 banks that operated in Malaysia. The survey data was then analyzed using a SMART PLS®. For the second phase, semi- structured interviews were conducted with 31 ATM personnel to further explore in more depth the related outsourcing issues to provide clearer explanations for the research questions posed in the study, NVIVO® was used to decipher the interview abstracts and form themes. The findings from both the quantitative and qualitative approaches were then triangulated to address the research questions. |
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