A STUDY ON THE EFFECT OF PARTNERSHIP QUALITY ON BUSINESS PROCESS OUTSOURCING FOR BANKS AND FINANCIAL INSTITUTIONS IN MALAYSIA

Abstract

This research studied the effect of partnership quality on business process outsourcing for banks and financial institutions in Malaysia. A theoretical framework was developed to test partnership quality as critical success factors to outsourcing success. There were five partnership quality variables in the proposed model – business understanding, commitment, communication, age of relationship and top management support together with partnership trust level as mediating variable.