Jan 15, 2014
From the Shared Services and Outsourcing Institute
KPMG undertakes an annual study of organizations' satisfaction with their outsourcing service providers. The research results are recognized as one of the most extensive and representative "perception" studies on the issues of information and communication technology (ICT) sourcing in the marketplace today.
The study focuses on clients' perceived quality of relationships with their outsourcing service providers in large business-critical contracts. All commercial sectors are represented in the study, as is the public sector, including both central and local government organizations.
The 2013 Indian Region Study
This is the first time that KPMG has conducted the SPPS study for the Indian market, which comprises not just local Indian companies but also multinationals (MNCs) as well as offshore captive centers (Global In-house Centers or GICs).
While demand for information technology outsourcing from large markets in North America and Europe has long been the primary growth driver for India's services industry, an important emerging trend is the steady growth of the domestic market for IT services within emerging markets such as Asia Pacific.
The size of the Indian market, growing at more than 15 percent year-over-year, is estimated by NASSCOM to be INR 589 billion as of FY2012.
As this market sees increased participation from domestic and international service providers, it is important to clearly identify and understand the key determinants of customer satisfaction in the Indian market.