Service Quality in Software-as-a-Service: Developing the SaaS-Qual Measure and Examining Its Role in Usage Continuance

@article{Benlian2012ServiceQI,
  title={Service Quality in Software-as-a-Service: Developing the SaaS-Qual Measure and Examining Its Role in Usage Continuance},
  author={Alexander Benlian and Marios Koufaris and Thomas Hess},
  journal={J. of Management Information Systems},
  year={2012},
  volume={28},
  pages={85-126}
}
Despite the need to better understand how customers of Software-as-a-Service (SaaS) solutions perceive the quality of these software services and how these perceptions influence SaaS adoption and use, there is no extant measure that comprehensively captures service quality evaluations in SaaS. Based on previous SERVQUAL and SaaS literature, field interviews and focus groups, a card-sorting exercise and two surveys of SaaS using companies, we develop, refine, and test SaaS-Qual, a Zones-of… CONTINUE READING
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