Análise do grau de satisfação dos contratantes de serviços terceirizados na modalidade BPO – Business Process Outsourcing – na Grande São Paulo

Abstract

The aim of this article was to analyse the managers’ perceptions of companies in São Paulo, who hire administrative services in the Business Process Outsourcing – BPO method. It was a descriptive and quali-quantitative research; the data collection was made in two steps, using the questionnaire and an in depth interview. The data collected in the six interviews and the documents were treated by means of the content analysis, as to guarantee the research continuity. The data obtained with the 23 questionnaires were treated through the cluster analysis. It was verified that 74% of the subjects are satisfied with the services they receive concerning quality, deadline and trustfulness regarding the technical qualification of the services provider. The subjects agreed that services hirers and providers do manage the contracts and that the informational asymmetry is not negatively affecting the contractual relationship. It was stated the need for more research about the outsourcing of administrative and financial services.