Assessing the service quality in Software-as-a-Service from the customers’ perspective: a methodological approach and case of use
Fuente:
Redalyc
Guardado en:
| Autor principal: | |
|---|---|
| Formato: | Artículo científico |
| Lenguaje: | en |
| Publicado: |
Associação Brasileira de Engenharia de Produção
2017
|
| Materias: | |
| Acceso en línea: | |
| Etiquetas: |
Agregar Etiqueta
Sin Etiquetas, Sea el primero en etiquetar este registro!
|
| _version_ | 1876465474739372032 |
|---|---|
| author | André Luís Policani Freitas |
| author_facet | André Luís Policani Freitas |
| contents | Assessing the service quality in Software-as-a-Service from the customers’ perspective: a methodological approach and case of use André Luís Policani Freitas Michelle Maria Freitas Ingeniería Service quality SaaS service quality Customer satisfaction Software as a service Despite the advances in the evaluation of the quality of Software-as-a-Service (SaaS), new studies seem to be necessary, since the existing criticisms concerning the SERVQUAL scale and the lack of studies concerning the use of SERVPERF for this purpose. This work aims to fulfil this gap by proposing a methodological approach to assess the SaaS service quality by measuring SaaS customers’ satisfaction. Factor analysis is used to summarize the information contained in the original items into a smaller set of new dimensions and Quartile analysis is suggested to determine the most critical items. By conducting a study, the factors that most influence customer’s satisfaction are customer service, customer assistance and the reliability of SaaS. Most of the critical items are associated with the transparency and accuracy in correcting errors, the company's interest in solving customer problems, SaaS application's ability to meet business requirements, implemented updates and regularity of service performance. 2017 artículo científico 0103-6513 https://www.redalyc.org/articulo.oa?id=396751070028 https://www.redalyc.org/journal/3967/396751070028/ https://www.redalyc.org/journal/3967/396751070028/html/ https://www.redalyc.org/journal/3967/396751070028/396751070028.epub https://www.redalyc.org/journal/3967/396751070028/movil 10.1590/0103-6513.20170020 en http://www.redalyc.org/revista.oa?id=3967 Production application/pdf Associação Brasileira de Engenharia de Produção Production (Brasil) Vol.27 |
| format | Artículo científico |
| id | redalyc_396751070028 |
| institution | Redalyc |
| language | en |
| publishDate | 2017 |
| publisher | Associação Brasileira de Engenharia de Produção |
| spellingShingle | Assessing the service quality in Software-as-a-Service from the customers’ perspective: a methodological approach and case of use André Luís Policani Freitas Ingeniería Service quality SaaS service quality Customer satisfaction Software as a service Assessing the service quality in Software-as-a-Service from the customers’ perspective: a methodological approach and case of use André Luís Policani Freitas Michelle Maria Freitas Ingeniería Service quality SaaS service quality Customer satisfaction Software as a service Despite the advances in the evaluation of the quality of Software-as-a-Service (SaaS), new studies seem to be necessary, since the existing criticisms concerning the SERVQUAL scale and the lack of studies concerning the use of SERVPERF for this purpose. This work aims to fulfil this gap by proposing a methodological approach to assess the SaaS service quality by measuring SaaS customers’ satisfaction. Factor analysis is used to summarize the information contained in the original items into a smaller set of new dimensions and Quartile analysis is suggested to determine the most critical items. By conducting a study, the factors that most influence customer’s satisfaction are customer service, customer assistance and the reliability of SaaS. Most of the critical items are associated with the transparency and accuracy in correcting errors, the company's interest in solving customer problems, SaaS application's ability to meet business requirements, implemented updates and regularity of service performance. 2017 artículo científico 0103-6513 https://www.redalyc.org/articulo.oa?id=396751070028 https://www.redalyc.org/journal/3967/396751070028/ https://www.redalyc.org/journal/3967/396751070028/html/ https://www.redalyc.org/journal/3967/396751070028/396751070028.epub https://www.redalyc.org/journal/3967/396751070028/movil 10.1590/0103-6513.20170020 en http://www.redalyc.org/revista.oa?id=3967 Production application/pdf Associação Brasileira de Engenharia de Produção Production (Brasil) Vol.27 |
| title | Assessing the service quality in Software-as-a-Service from the customers’ perspective: a methodological approach and case of use |
| topic | Ingeniería Service quality SaaS service quality Customer satisfaction Software as a service |
| url | https://www.redalyc.org/articulo.oa?id=396751070028 https://www.redalyc.org/journal/3967/396751070028/ https://www.redalyc.org/journal/3967/396751070028/html/ https://www.redalyc.org/journal/3967/396751070028/396751070028.epub https://www.redalyc.org/journal/3967/396751070028/movil |