SaaS(Software as a Service) 품질이 서비스 성과 및 충성도에 미치는 영향

• 영문명: An Analysis of the SaaS Quality Impact on the Service Performance and Loyalty
• 발행기관: 한국IT서비스학회
• 저자명: 김은홍(Eunhong Kim) 박영선(Young-Sun Park) 남경옥(Kyung-Ok Nam)
• 간행물 정보: 『한국IT서비스학회지』한국IT서비스학회지 제10권 제3호, 127~147쪽, 전체 21쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2011.09.30

영문 초록

Business organizations today have sought management effectiveness and efficiency utilizing information technologies In particular, small and medium-sized enterprises short of information resources tend to rely more on outsourcing for accomplishing their own information strategies SaaS(Software as a Service) has recently become one of the powerful outsourcing alternatives. This study tries to identify the influence of the SaaS quality on the service performance and loyalty. A SaaS quality model is developed including tangibles, reliability, responsiveness, assurance, and empathy. Then they are hypothesized to have influence on the service performance defined as user satisfaction, individual performance, and organizational performance. Service performance is considered to have an impact on the loyalty to service Findings from a survey to test hypotheses on the relationship among SaaS quality, performance and loyalty show these variables are significantly important to widespread adoption of SaaS.

목차

Abstract

1. 서론

2. 이론적 배경

3. 연구의 설계

4. 자료의 수집 및 분석

5. 결론

참고문헌

저자소개

키워드

Service Quality User Satisfaction Individual Performance Organizational Performance Loyalty