Abstract
Software as a Service(SaaS)has become a mainstream way for enterprises and governments to promote informatization. However, it is very easy for users to change their SaaS supplier due to low implementation costs. Improving user satisfaction with SaaS products and ensuring their continued usage by users present practical challenges that SaaS suppliers cannot ignore. The traditional information system success model only pays attention to the quality of products which is known as internal quality. This paper combines the internal quality features of SaaS with the suppliers’ quality and environmental quality. These two qualities constitute external quality, which also affect user satisfaction. The study comprehensively explores the impact mechanism of SaaS user satisfaction based on the integrated perspective of internal quality and external quality. We use SPSS23.0 and SmartPLS to examine the hypothesis with data from 212 valid questionnaires. The study finds that system, information, service, supplier, and environmental quality have a significant effect on user satisfaction, and the influence of service quality is the greatest.
Highlights
With the emergence of cloud computing technology and the rapid spread of service-oriented thought, software as a service (SaaS) provides a new service mode
Many SaaS suppliers’ companies such as Yunio and Fleetmatics have either closed down or been acquired. The reason for this is that compared with traditional authorization software, SaaS no longer needs the infrastructure construction and maintenance operation software, users use a very flexible payment model for SaaS services, the start-up costs are very low, and the SaaS deployment cycle is short; it is convenient for users to replace their SaaS provider
SaaS suppliers should understand how to gain a competitive advantage in the fierce market, make users be willing to adopt SaaS services that suppliers provide, and understand the factors influencing user satisfaction with SaaS products
Summary
With the emergence of cloud computing technology and the rapid spread of service-oriented thought, software as a service (SaaS) provides a new service mode This is one of the most widely used applications in cloud computing. Many SaaS suppliers’ companies such as Yunio and Fleetmatics have either closed down or been acquired The reason for this is that compared with traditional authorization software, SaaS no longer needs the infrastructure construction and maintenance operation software, users use a very flexible payment model for SaaS services, the start-up costs are very low, and the SaaS deployment cycle is short; it is convenient for users to replace their SaaS provider. The information system success model, proposed by Delone and McLean, has been widely used in the field of information management. We expect to understand the influencing mechanism of user satisfaction with SaaS, provide corresponding countermeasures for SaaS suppliers, and promote the development of social informatization
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