Purpose – Information security is a growing concern in society, across businesses and government. As the offshore IT services market continues to grow providing numerous benefits, there are also perceived risks with respect to the quality of information security delivered in the supply chain. This paper aims to examine, as a case, the perceptions of Indian software services provider (service provider) employees with respect to information security governance and its impact on information security service quality that is delivered to customers. Design/methodology/approach – The paper provides a framework built upon the existing dimensions and instruments for total quality management and service quality, suitably modified to reflect the context of information security. SmartPLS, a structural equation modelling technique, has been used to analyse field survey data collected from across various Indian cities and companies. Findings – Significant finding is that information security governance in an IT outsourcing company providing software services has a highly significant impact on the information security service quality, which can be predicted. The paper also establishes that there is a positive relationship collectively between elements of information security governance and information security service quality. Research limitations/implications – Since data used in this study were taken solely from the responses of employees of outsourced service companies in India, it does not show if this translates into service improvements as perceived by the customer. Practical implications – Information security governance should be made an integral part of corporate governance and is an effective strategic technique, if software outsourcing business enterprises want to achieve a competitive edge, provide client satisfaction and create trust. Originality/value – The paper presents empirical data validation of the connection between information security governance and quality of service.

Businesses have derived various benefits from offshore outsourcing of information and communication technology services while accepting and managing perceived risks with respect to the service quality of information security delivered in the supply chain. In this empirical research, taking India as a case which tops the global information technology outsourcing supply chain world ranking, we examine the perceptions of Indian software services provider (service provider) employees with respect to information security service quality delivered to customers and its impact on the service provider organisational performance. Using the existing dimensions and instruments for service quality and organisational performance, our study provides a framework suitably modified to reflect the context of information security. We have used SmartPLS, a structural equation modeling technique, to analyse field survey data collected from across different Indian cities and companies. Significant finding of our research is that information security service quality in an IT offshore outsourcing company providing software services has an impact on the service provider organisation performance, which can be predicted. In addition we also establish that there is positive relationship collectively between elements of information security service quality and organisation performance. We conclude that there is an urgent and serious need for software outsourcing business enterprises to focus on, amplify and commit to information security service quality at strategic, tactical, and operational levels if they wish to achieve revenue expansion, completely satisfied customers and create long term trusted relationships.

Introduction: Customer satisfaction is vital to ward off brief and long-time prices related to poor customer support. The short-term dissatisfaction that the customer experiences from the service of a business can act as an instigator to a walkout, while a protracted-time period dissatisfaction may cause them to abscond. The key to ensuring the likelihood that customers visit and transact with a website is to provide them a service that meets their expectations and satisfies them. The e-tailers should thus develop such high-end services that create a beautiful customer experience and gain their trust, commitment, and loyalty. Objective: The focus of the research paper is to analyze various electronic service quality dimensions namely perceived ease of use, perceived privacy, perceived website design, perceived personalization, perceived assurance, perceived responsiveness, perceived reliability and perceived information quality of online services provided by the selected e-commerce companies to the Indian consumers. The paper looks into the relevance of each dimension, impacting the online shoppers' decision to shop from a specific platform. Methodology: One-way ANOVA was used to test the summated average scores of all the service quality dimensions and different selected online websites offering online shopping services. Findings: The study revealed that the website service quality dimensions have a dominant effect on customer perceived service quality, leading to repeat client patronage, which may later develop into customer loyalty.

India today is at the cusp of a paradigm change in its growth