Service Quality in Software-as-a-Service: Developing the SaaS-Qual Measure and Examining Its Role in Usage Continuance.
Alexander BenlianMarios KoufarisThomas HessPublished in: J. Manag. Inf. Syst. (2012)
Keyphrases
- service quality
- software as a service
- service providers
- incident management
- cloud computing
- customer satisfaction
- multi tenant
- web services
- competitive advantage
- end users
- electronic commerce
- situation awareness
- integrity verification
- quality of service
- call center
- information systems
- online shopping
- job satisfaction
- service oriented
- data management
- data analysis
- website
- user satisfaction
- database
- low cost
- information quality
- data model
- information technology infrastructure
- real time