A Study of Service Quality on SMEs to Adopt SaaS

• Main Authors: Ting-YuChang, 張庭毓
• Other Authors: Yu-Ching Chang
• Format: Others
• Language: zh-TW
• Published: 2013
• Online Access: http://ndltd.ncl.edu.tw/handle/80938688282660191079

碩士 === 國立成功大學 === 工業與資訊管理學系碩博士班 === 101 === As the penetration of Internet and popularity of mobile devices increasing, global cloud services market continues to grow, while in Taiwan the adopting rates of cloud computing services market also grow gradually. In Taiwan, the ratio of small and medium size enterprises (SMEs) to domestic enterprises is greater than 90 percent. Purchasing software packages would cause the capital expenditure increases for SMEs, which have limited resources. In order to sell to SMEs and micro-enterprises which have high demand and limited budget, Taiwan's cloud service providers split the commercial software packages into individual service offering, and develop each functional module to cloud services. Currently Taiwan’s cloud services market is on the early stage of development, recent studies of cloud computing mostly focus on its technical performance and economic benefits. In contrast, only a few researches discuss the topic of service quality of SaaS. Therefore, to know user’s expectation of SaaS service levels and importance of each service factor, this study explores the Taiwan's SMEs users’ current usage of SaaS through questionnaires, and then gives recommendations of business strategy for marketing SaaS as well as the direction for service improvement. According to the resource-based view, the motivation of adopting information technology is to reduce cost and to improve work efficiency. This study measures the value of information technology through the user satisfaction, and discusses whether adopting SaaS of SMEs has positive effects on the performance. The population of this study is composed of Taiwan’s SMEs, and we collected 382 effective questionnaires as random samples. This study uses structural equation modeling technique to analyze those 288 samples for which the corresponded have used SaaS. The findings show that rapport, responsiveness, reliability, flexibility and security are significantly related to SaaS service quality. Moreover, service quality and user satisfaction have positive impact on organizational performance. Finally, we discuss the contributions, limitations and future research directions of this study.