نموذج مقترح لمحددات ونواتج تعهيد الخدمة: دراسة ميدانية

Abstract EN

The study aims to identify the impact of the determinants of service outsourcing (setting clear objectives, knowing the points of strength and weakness, managing the relationship between the bank and the service provider and the orderly transition of the service provider’s staff) on the outputs of service outsourcing (organizational performance, quality of service provided, organizational effectiveness and competitive advantage).

also to identify the moral differences between the bank employees’ perception of the outsourcing outcomes according to the demographic differences (functional level/ age/ experience).

the study was conducted on the employees of Banque Misr, as the actual research sample consisted of (250) individuals.

the researcher used the following descriptive statistical methods: the internal consistency coefficient, Cronbach’s alpha, means, standard deviations and relative importance were used.

also the following inferential statistical methods were used: path analysis, multiple regression analysis, and one-way analysis of variance (f-test).

the study concluded that there is a statistically significant impact of the service outsourcing determinants on the service outsourcing outputs.

results showed that the most effective impact is the quality of service submitted dimension followed by the competitive advantage dimension, then the organizational effectiveness dimension, then the organizational performance.

the study concluded that there are no differences between bank employees responses to the results of being supported by the service outsourcing according to bank employees opinions according to job title and age.

meanwhile there were significant differences between the bank employees’ awareness with the results of being supported with service outsourcing according to the opinions of experts.