Exploring the relationship among service quality, usability evaluation and user satisfaction for cloud app

• Main Authors: Hsin-Ju Chen, 陳心茹
• Other Authors: Yu-Hsin Chen
• Format: Others
• Language: zh-TW
• Published: 2015
• Online Access: http://ndltd.ncl.edu.tw/handle/8ba2p4

碩士 === 中原大學 === 工業與系統工程研究所 === 103 === Abstract In recent years, with the rapid development of communication equipments and mobile devices, the people use various apps app. Additionally, a specialized app, with functions mainly in the cloud, is called "cloud app", which software vendors provide software as a service, for customers to use. Replacing previous secondary storage device, the cloud app allows app uploading of any file to the cloud server, and downloading of computers or mobile devices. The cloud app service brings the data storage the convenience and also strengthens the data store security and integration. This research surveys the usage of cloud app, according to service qualities (security/privacy:, flexibility, price knowledge, ease of navigation), the influences of the uses (memorability, errors, enable frequent user to use shortcuts and offer informative feedback, efficiency) on user's satisfaction. The respondents of this study are those who use the clouds drive app in Taiwan. 392 effective questionnaires were returned, with effective questionnaire recovery rate of 98%. The findings of this study indicate the positive correlations between service quality and user satisfaction and also between usability and user satisfaction. The overall results indicate a positive relationship between service quality dimensions and user satisfaction on cloud storage usage with the exception of security / privacy. In particular, ‘easy-to-learn’ and flexibility have the greatest impact on user satisfaction.. All determinants of usability have positive relationship on user satisfaction, especially efficiency and global usability.