Issues and opinion on structural equation modeling
MIS Quarterly
The effect of service quality and partnership on the outsourcing of information systems functions
Journal of Management Information Systems
WebQual: An Instrument for Consumer Evaluation of Web Sites
International Journal of Electronic Commerce
An Evaluation of Cyber-Bookshops: The WebQual Method
International Journal of Electronic Commerce
Understanding information systems continuance: The case of Internet-based learning technologies
Information and Management
Comparison of Software Quality Under Perpetual Licensing and Software as a Service
Journal of Management Information Systems
SaaS - The Complete Cornerstone Guide to Software as a Service Best Practices Concepts, Terms, and Techniques for Successfully Planning, Implementing and Managing SaaS Solutions
Cloud Application Architectures: Building Applications and Infrastructure in the Cloud
Cloud Application Architectures: Building Applications and Infrastructure in the Cloud
Cloud Security and Privacy: An Enterprise Perspective on Risks and Compliance
Cloud Security and Privacy: An Enterprise Perspective on Risks and Compliance
A Transaction Cost Perspective of the "Software as a Service" Business Model
Journal of Management Information Systems
An exploratory study into factors of service quality for application service providers
Information and Management
Cloud computing and SaaS as new computing platforms
Communications of the ACM
Communications of the ACM
Enterprise Cloud Computing: A Strategy Guide for Business and Technology Leaders
Enterprise Cloud Computing: A Strategy Guide for Business and Technology Leaders
Validating instruments in MIS research
MIS Quarterly
Re-examining perceived ease of use and usefulness
MIS Quarterly
An Interdisciplinary Perspective on IT Services Management and Service Science
Journal of Management Information Systems
Multitask Agency, Modular Architecture, and Task Disaggregation in SaaS
Journal of Management Information Systems
Journal of Systems and Software
| Hi-index | 0.00 |
Despite the need to better understand how customers of software-as-a-service (SaaS) solutions perceive the quality of these software services and how these perceptions influence SaaS adoption and use, there is no extant measure that comprehensively captures service quality evaluations in SaaS. Based on previous SERVQUAL and SaaS literature, field interviews and focus groups, a card-sorting exercise, and two surveys of SaaS using companies, we develop, refine, and test SaaS-Qual, a zones-of-tolerance (ZOT)-based service quality measurement instrument specifically for SaaS solutions. Besides validating already established service quality dimensions (i.e., rapport, responsiveness, reliability, and features), we identify two new factors (i.e., security and flexibility) that are essential for the evaluation of service quality of SaaS solutions. SaaS-Qual demonstrates strong psychometric properties and shows high nomological validity within a framework that predicts the continued use of SaaS solutions by existing customers. In addition to developing a validated instrument that provides a fine-grained measurement of SaaS service quality, we also enrich existing research models on information systems continuance. Moreover, the SaaS-Qual instrument can be used as a diagnostic tool by SaaS providers and users alike to spot strengths and weaknesses in the service delivery of SaaS solutions.