An Investigationon Critical Success Factors of IT Outsourcing Satisfaction in Hong Kong Financial Service Industry across Organizations Demographics

This research aims to determine the critical success factors of IT outsourcing satisfaction across different demographic parameters. Based on the research findings, possible recommendations are proposed for exploring new IT outsourcing customers. To analyze the variables and demographics, a hybrid methodology combining both qualitative and quantitative approaches was utilized. This involved conducting both a focus group and a survey, resulting in a high response rate of 97% for data analysis. The IT outsourcing objectives of the organization and their ranking of importance were identified in the Hong Kong financial services industry (FSI). Recommendations are (1) Clearly Define Objectives, (2) Define Scope and Deliverables, and (3) Service Performance Monitoring suggested to increase the intention of IT outsourcing continuously. Using the snowball sampling method may have introduced potential biases into the information gathered. In future studies, assessing the scale of IT outsourcing projects more comprehensively would be beneficial. Employing a broader research scope would allow for a deeper understanding of the entire population, thereby aiding the industry in comprehending needs and formulating appropriate policies. This study adopts a comprehensive approach to pinpointing demographic segments associated with satisfaction in IT outsourcing within Hong Kong’s FSI. Furthermore, it offers practical suggestions to service providers on identifying target customers and fostering continued utilization of IT outsourcing.