Cloud computing · Scale development plus empirical survey/model of continuance.
Service quality in software-as-a-service: Developing the SaaS-Qual measure and examining its role in usage continuance
Journal of Management Information Systems · 2011
Summary
SaaS service-quality dimensions predict satisfaction and usage continuance; quality is broader than software functionality.
For your marketing
Possible founder application
Instrument availability, support, reliability and responsiveness as product features tied to renewal.
Reported result
What the study found
SaaS service-quality dimensions predict satisfaction and usage continuance; quality is broader than software functionality.
Research question
What the authors investigated
Which service-quality dimensions drive SaaS usage continuance?
Design
Scale development plus empirical survey/model of continuance.
Sample and setting
SaaS users evaluating service quality and continued use.
Scope and transfer
Limitations to keep in view
Scale and user sample may not represent enterprise procurement committees.
Research sources
Publisher abstract/metadata retrieved from the DOI landing page; design and finding summarized from that abstract.