Assessing the service quality in Software-as-a-Service from the customers’ perspective: a methodological approach and case of use

Detalhes bibliográficos
Autor(a) principal: Freitas,André Luís Policani
Data de Publicação: 2017
Outros Autores: Freitas Neto,Michelle Maria
Tipo de documento: Artigo
Idioma: eng
Título da fonte: Production
Texto Completo: http://old.scielo.br/scielo.php?script=sci_arttext&pid=S0103-65132017000100326
Resumo: Abstract 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.
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spelling Assessing the service quality in Software-as-a-Service from the customers’ perspective: a methodological approach and case of useSaaS service qualityCustomer satisfactionService qualitySoftware as a serviceAbstract 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.Associação Brasileira de Engenharia de Produção2017-01-01info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersiontext/htmlhttp://old.scielo.br/scielo.php?script=sci_arttext&pid=S0103-65132017000100326Production v.27 2017reponame:Productioninstname:Associação Brasileira de Engenharia de Produção (ABEPRO)instacron:ABEPRO10.1590/0103-6513.20170020info:eu-repo/semantics/openAccessFreitas,André Luís PolicaniFreitas Neto,Michelle Mariaeng2017-11-09T00:00:00Zoai:scielo:S0103-65132017000100326Revistahttps://www.scielo.br/j/prod/https://old.scielo.br/oai/scielo-oai.php||production@editoracubo.com.br1980-54110103-6513opendoar:2017-11-09T00:00Production - Associação Brasileira de Engenharia de Produção (ABEPRO)false
dc.title.none.fl_str_mv Assessing the service quality in Software-as-a-Service from the customers’ perspective: a methodological approach and case of use
title Assessing the service quality in Software-as-a-Service from the customers’ perspective: a methodological approach and case of use
spellingShingle Assessing the service quality in Software-as-a-Service from the customers’ perspective: a methodological approach and case of use
Freitas,André Luís Policani
SaaS service quality
Customer satisfaction
Service quality
Software as a service
title_short Assessing the service quality in Software-as-a-Service from the customers’ perspective: a methodological approach and case of use
title_full Assessing the service quality in Software-as-a-Service from the customers’ perspective: a methodological approach and case of use
title_fullStr Assessing the service quality in Software-as-a-Service from the customers’ perspective: a methodological approach and case of use
title_full_unstemmed Assessing the service quality in Software-as-a-Service from the customers’ perspective: a methodological approach and case of use
title_sort Assessing the service quality in Software-as-a-Service from the customers’ perspective: a methodological approach and case of use
author Freitas,André Luís Policani
author_facet Freitas,André Luís Policani
Freitas Neto,Michelle Maria
author_role author
author2 Freitas Neto,Michelle Maria
author2_role author
dc.contributor.author.fl_str_mv Freitas,André Luís Policani
Freitas Neto,Michelle Maria
dc.subject.por.fl_str_mv SaaS service quality
Customer satisfaction
Service quality
Software as a service
topic SaaS service quality
Customer satisfaction
Service quality
Software as a service
description Abstract 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.
publishDate 2017
dc.date.none.fl_str_mv 2017-01-01
dc.type.driver.fl_str_mv info:eu-repo/semantics/article
dc.type.status.fl_str_mv info:eu-repo/semantics/publishedVersion
format article
status_str publishedVersion
dc.identifier.uri.fl_str_mv http://old.scielo.br/scielo.php?script=sci_arttext&pid=S0103-65132017000100326
url http://old.scielo.br/scielo.php?script=sci_arttext&pid=S0103-65132017000100326
dc.language.iso.fl_str_mv eng
language eng
dc.relation.none.fl_str_mv 10.1590/0103-6513.20170020
dc.rights.driver.fl_str_mv info:eu-repo/semantics/openAccess
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv text/html
dc.publisher.none.fl_str_mv Associação Brasileira de Engenharia de Produção
publisher.none.fl_str_mv Associação Brasileira de Engenharia de Produção
dc.source.none.fl_str_mv Production v.27 2017
reponame:Production
instname:Associação Brasileira de Engenharia de Produção (ABEPRO)
instacron:ABEPRO
instname_str Associação Brasileira de Engenharia de Produção (ABEPRO)
instacron_str ABEPRO
institution ABEPRO
reponame_str Production
collection Production
repository.name.fl_str_mv Production - Associação Brasileira de Engenharia de Produção (ABEPRO)
repository.mail.fl_str_mv ||production@editoracubo.com.br
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