A Multidimentional Scale for the Evaluation of Saas Service Quality

• Main Authors: Charng-Renn Yu, 余常任
• Other Authors: 翁崇雄
• Format: Others
• Language: zh-TW
• Published: 2011
• Online Access: http://ndltd.ncl.edu.tw/handle/87013712698623083846

碩士 === 國立臺灣大學 === 資訊管理學研究所 === 99 === As the maturity and population of Internet grow , the cloud computing gains great attention by both the industrial and academic . The business model of SaaS (software as a service) , the concept of developing , delivering , charging software as a service begins to gain importance and introduce . Nevertheless , most of the research on information service quality focus on website quality , rarely works on SaaS . This study endeavors to develop a measurement model for the evaluation of the service quality of SaaS. This study summarizes the characteristics of SaaS service from relevant researches , and combines Parasuraman’s 2005 E-S-QUAL study to develop the original dimensions for measuring the service quality of SaaS service. This study generates corresponding items from original dimensions , and uses questionnaire to perform the verification of these items. According to the developing process of SERVQUAL scale in service quality, which used by Parasuraman, Zeithmal, Berry in 1988, this study do the task of scale purification. After this process, it develops a scale including twenty-five items and five dimensions. Through reliability and validity analysis, it also proofs that the scale can be used to measure the service quality of SaaS service.