| Summary: | 博士 === 國立高雄第一科技大學 === 管理學院博士班 === 103 === Software-as-a-service (SaaS) enables clients to use the shared IT infrastructure (e.g., storage, bandwidth) and applications with low technological risk and low cost. However, the multi-tenant architecture of the SaaS provider offers clients limited customization. This limitation creates uncertainty to meet the growing and changing needs of a client firm, leading to difficulties in post-adoption intention such as continuance and exploring new service features. Without the minimal level of post-adoption, SaaS implementation is viewed as failure. Prior work on how to reduce uncertainty and handle problems caused by low customization remains inconclusive. To fill this research gap and deepen our understanding about facilitating post-adoption in the context of SaaS, this study draws on literature on social capital and service quality to develop a theoretical model and test it empirically. This research employed the survey to collect data from senior managers who have experience in SaaS. The results were based on 295 samples. The results based on Smart-PLS show that, (1) service quality positively affects social capital, which in turn influences post-adoption intention, and (2) the respondent’s position moderates the relationship between social capital and post-adoption behavior. The theoretical and practical implications of these findings are discussed in this research.
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