Empirical Evaluation of Operational and Relational Determinants on Customer Satisfaction in Disaster Recovery Outsourcing: An IPA and Regression Approach

In today's digital ecosystem, where operational continuity is increasingly threatened by cyberattacks, data loss, and infrastructure failures, Disaster Recovery Outsourcing (DRO) has become a vital strategy for enterprises seeking to safeguard critical systems and data.This study aims to identify and analyze the key factors influencing customer satisfaction in DRO services.A structured quantitative approach was employed, involving a validated survey instrument distributed to 198 respondents across finance, healthcare, IT services, and manufacturing sectors-industries with high reliance on information resilience.The analytical framework integrated Importance-Performance Analysis (IPA) and multiple regression modeling to evaluate perceived importance and satisfaction across various service attributes.The findings reveal that customer satisfaction in DRO is not determined solely by technical service delivery-such as Recovery Time Objective (RTO) and Recovery Point Objective (RPO)-but is significantly influenced by relational dimensions, including communication effectiveness, responsiveness, and trust.IPA results identified critical service gaps in service pricing, data backup timeliness, and RPO performance.These attributes were rated highly important but underperforming, placing them in the "Concentrate Here" quadrant.Regression analysis confirmed that relational quality is the most influential predictor of overall satisfaction ( = 0.49), followed by technical service quality ( = 0.38) and economic perception ( = 0.22), with the model explaining 72.3% of the variance.The study concludes that a multidimensional approach that balances technical reliability, economic fairness, and human-centric service design is essential to improving satisfaction and retention in disaster recovery outsourcing relationships.Strategic recommendations are provided for enhancing service transparency, adaptability, and customer engagement.