SaaS外包服务用户满意度与持续使用的实证研究.pdfVIP

SaaS 外包服务用户满意度与持续使用的实证研究祷 刘鲁川孙凯 {山东财经大学管理科学与工程学院，济南， 25000 1) [摘 要] 通过梳理 IS 持续使用理论和服务琶理申用户满意匿研究的发展际绍，借鉴且成果开 结合 SaaS 系统的特点，提出了 SaaS 用户满意度与持续使用的理论模型，并通迫问卷调查的万汪 收集数据，采用 SPSS 、 AMOS ii1行数据处理、假设植验相结何分析，以对楼型进行由验。研究结果 ~明， SaaS 系统的系统质量和服务质量会影响用户的满意度，并且满意厘与感知青用性一起影响 罔户的持续使用意图。使用 IT 知识存量相组织嵌入作为阔节变量，分析了在不同的条件下，服务 质量和系统质量等升空因素与罔户满意度之闯关系的变化。定义了 SaaS 信患系统的系统质量、 服务质量、用户感知青用性的测量维臣和万法，这对 SaaS 提供商甫的服夫的提高系统质量相服 务质量，提高用户的青用性感知和满意度，进而促使真纯续使用青直接的借鉴意义。 [关键词] SaaS ECM-ISC 满意匿持续使用影响因素 [申国分类雪]ω3 1. 6 [文献标识自] A [文章缩雪] 2095-2171(2012)01-0026-07 A Theoretical Model and Empirical Study on Users Satisfaction and Continuous Usage of SaaS Liu Luchuan Sun Kai (School 01 Management Sc ien出 andE咱ineeri 吨， ShanD∞9 University 01 Fi 阳nce and Ec∞αnics ， Jinan 250001) [Abstract] 8ased on the effort of p巾 r IS continuous usage theories and satisfaction researches in service management and combiníng Ihe characleristíc 01 the SaaS , we obtain the theoretical model of use眩. satis? faction and contìnuous usage 01 the SaaS and test it by empirical methodology. Resu!ts reveal that the serv? ice quality and system q回 lity 01 the SaaS system influence users satisfaction , and satisfactìon as well as perceived uselulness influence users intention to use. We use IT knowledge capacíty and organization em? beddedness as moderatíng construct to analyses changes of the relationship between service quality , system quality and users satislaction under different conditions. We define the measurement dimension and method? ology 01 service quality , system quality , perceived uselulness of the SaaS system , that is instructive to en? hance service quality and system quality of the SaaS system , íncrease users perceived usefulness and sat? ísfaclíon , further promote users continuous usage [Key words] SaaS ECM-ISC Satislactíon Continuous usage Influential factors