DOI QR코드

DOI QR Code

An Analysis of the SaaS Quality Impact on the Service Performance and Loyalty

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

  • Received : 2011.06.07
  • Accepted : 2011.09.16
  • Published : 2011.09.30

Abstract

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.

Keywords

References

  1. 김은홍, 최병구, 경영정보학개론, 제3판, 다산출판사, 2011.
  2. 김정수, 김영걸, "인터넷 뱅킹에서 고객이 인지하는 가치가 고객 충성도에 미치는 영향", 경영정보학연구, 제12권, 제4호(2002), pp.215-235.
  3. 노미진, 이원빈, 정경수, "이러닝 사이트 품질, 가지, 만족, 충성도 간의 관계성 분석", 한국경영교육학회 춘계학술대회, (2010), pp.1-13.
  4. 박명호, 장영혜, "인터넷 쇼핑몰 사이트의 설계요인과 만족 및 충성도 간의 관계", 인터넷전자상거래연구, 제8권, 제2호(2008), pp.283- 305.
  5. 박정현, 김정군, 김종욱, 이희석, "ASP 기반 정보시스템 성공모형 도출:소기업 적용을 중심으로", 경영정보학연구, 제14권, 제1호(2004), pp.43-58.
  6. 박정훈, "ASP 서비스 성공요인에 관한 연구", 한국외국어대학교 석사학위논문, 2005.
  7. 박준철, "인터넷 쇼핑몰 이용자의 고객만족이 신뢰, 몰입, 고객충성행위에 미치는 영향", 경영정보학연구, 제13권, 제3호(2003), pp.131-149.
  8. 안준모, 이국희, "인터넷 쇼핑환경에서의 고객 충성도에 영향을 미치는 요인에 관한 연구", 경영정보학연구, 제11권, 제4호(2001), pp.135-153.
  9. 윤정근, 이영찬, 이영구, "인터넷 쇼핑몰의 서비스 품질이 고객의 지각된 가치 및 고객만족, 충성도에 미치는 영향", 유통경영학회지, 제13권, 제1호(2010), pp.5-28.
  10. 이문규, "e-SERVQUAL:인터넷 서비스 품질의 소비자 평가 측정 도구", 마케팅연구, 제17권, 제1호(2002), pp.73-95.
  11. 정보통신부, "IT 기술예측 2020", 2006.
  12. 정영수, 정철호, "ASP 서비스 성공요인에 관한 실증적 분석", 정보시스템연구, 제14권, 제2호(2005), pp.25-53.
  13. 조철호, "웹 서비스 품질이 사용자만족과 충성의도에 미치는 영향:중소병원 홈페이지의 신뢰와 몰입의 조절효과", 대한경영학회 추계학술대회, (2009), pp.541-567.
  14. 최병구, 김은홍, 지석구, "SaaS(Software as a Service) 도입 성공요인에 관한 탐색적 연구", 한국IT서비스학회지, 제9권, 제4호(2010), pp.151-167.
  15. 최완일, 김은홍, 김종욱, "정보기술서비스의 수용요인에 관한 실증연구", 한국전자거래학회종합학술대회, (2003), pp.33-41.
  16. 한국소프트웨어진흥원, "SaaS 활성화 연구", 2007.
  17. Bennet, C. and G. Timbrell, "Application Service Provider:Will They Succeed?", Information Systems Frontiers, Vol.2, No.2(2000), pp.195-211. https://doi.org/10.1023/A:1026552208171
  18. Briggs, E. and D. Grisaffe, "Service Performance-Loyalty Intentions Link in a Business Context:The Role of Relational Exchange Outcomes and Customer Characteristics", Journal of Service Research, Vol.13, No.1(2010), pp.37-51. https://doi.org/10.1177/1094670509345683
  19. Cox, J. and B. Dale, "Managing Quality and e-Commerce:An Exploratory Analysis", Managing Service Quality, Vol.11, No.2 (2001), pp.121-131. https://doi.org/10.1108/09604520110387257
  20. Cronin, J. J. and S. A. Taylor, "Measuring Service Quality:A Reexamination and Extension", Journal of Marketing, Vol.56(1992), pp.55-68.
  21. DeLone, W. H. and E. R. McLean, "Information Systems Success:The Quest for the Dependent Variable", Information System Research, Vol.3, No.1(1992), pp.60-94.
  22. DeLone, W. H. and E. R. McLean, "Information Systems Success Revisited", in Proceedings of the 35th Hawaii International Conference on System, (2002), pp.238-248.
  23. Dick, A. S. and K. Basu, "Customer Loyalty:Towards an Integrated Conceptual Framework Framework", Journal of Academy of Marketing Science, Vol.22, No.2(1994), pp.99-113. https://doi.org/10.1177/0092070394222001
  24. Gens, F., "New IDC IT Cloud Services Survey:Top Benefits and Challenges", Retrieved from http://blogs.idc.com/ie/?p = 730, 2009.
  25. Grover, V. and J. T. C. Teng, "The Decision to Outsource Information System Functions", Journal of Systems Management, Vol.44, No.11(1993), pp.34-37.
  26. Grover, V., M. J. Cheon, and J. T. C. Teng, "The Effect of Service Quality and Partnership on the Outsourcing of Information Systems Functions," Journal of Management Information Systems, Vol.12, No.4(1996), pp.89-116. https://doi.org/10.1080/07421222.1996.11518102
  27. Grover, V., M. J. Cheon, and J. T. C. Teng, "A Descriptive Study on the Outsourcing of Information Systems Functions", Information and Management, Vol.27, No.4(1994), pp.33-44. https://doi.org/10.1016/0378-7206(94)90100-7
  28. Heo, J. and I. Han, "Performance Measure of Information Systems(IS) in Evolving Computing Environment:An Empirical Investigation", Information and Management, Vol.40(2003), pp.243-256. https://doi.org/10.1016/S0378-7206(02)00007-1
  29. Kerlinger, F. N., Foundations of Behavioral Research, 2nd ed., Holt, Rinehart and Winston, New York, 1973.
  30. Madu, C. N. and A. A. Madu, "Dimensions of e-Quality", International Journal of Quality and Reliability Management, Vol.19, No.3(2002), pp.246-258. https://doi.org/10.1108/02656710210415668
  31. Nunnally, J. C., Psychometric Theory, 2nd ed., McGraw-Hill, New York, 1978.
  32. Oliver, R. L., "A Cognitive Model of the Antecedents and Consequences of Satisfaction Decision", Journal of Marketing Research, Vol.17, No.4(1980), pp.460-469. https://doi.org/10.2307/3150499
  33. Parasuraman, A., V. A. Zeithaml, and L. L. Berry, "A Conceptual Model of Service Quality and Its Implications for Future Research", Journal of Marketing, Vol.49, No.4 (1985), pp.41-50. https://doi.org/10.2307/1251430
  34. Parasuraman, A., V. A. Zeithaml, and L. L. Berry, "SERVQUAL:A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality", Journal of Retailing, Vol.64, No.1(1988), pp.12-40.
  35. Pitt, L. F., R. T. Watson, and C. B. Kavan, "Service Quality:A Measure of Information System Effectiveness", MIS Quarterly, Vol.19, No.2(1995), pp.173-187. https://doi.org/10.2307/249687
  36. Ramanathan, R., "The Moderating Roles of Risk and Efficiency on the Relationship between Logistics Performance and Customer Loyalty in e-Commerce", Transportation Research Part E:Logistics and Transportation Review, Vol.46, No.6(2010), pp.950-962. https://doi.org/10.1016/j.tre.2010.02.002
  37. Reichheld, F. F. and W. E. Jr. Sasser, "Zero Defections:Quality Comes to Services", Harvard Business Review, Vol.68, No.5(1990), pp.105-111.
  38. Reichheld, F. F. and P. Schefter, "E-Loyalty :Your Secret Weapon on the Web", Harvard Business Review, Vol.78, No.4(2000), pp.105-113.
  39. Rust, R. T., J. Z. Anthony, and L. K. Timothy, "Return on Quality(ROQ):Making Service Quality Financially Accountable", Journal of Marketing, Vol.59, No.2(1995), pp.58-70. https://doi.org/10.2307/1252073
  40. Seddon, P. B., "A Respecification and Extension of the DeLone and McLean Model of IS Success", Information System Research, Vol.8, No.3(1997), pp.240-253. https://doi.org/10.1287/isre.8.3.240
  41. Sigala, M., "The ASP-Qual Model:Measuring ASP Service Quality in Greece", Managing Managing Service Quality, Vol.14, No.1(2004), pp.103-114. https://doi.org/10.1108/09604520410513703
  42. Software and Information Industry Association( SIIA), "Software as a Service:Strategic Backgrounder", 2001.
  43. Stank, T. P., T. J. Goldsby, and S. K. Vickery, "Effect of Service Supplier Performance on Satisfaction and Loyalty of Store Mangers in the Fast Food Industry", Journal of Operations Management, Vol.17, No.4 (1999), pp.429-447. https://doi.org/10.1016/S0272-6963(98)00052-7
  44. Susarla, A., A. Barua, and A. B. Whinston, "Understanding the Service Component of Application Service Provision:An Empirical Analysis of Satisfaction with ASP Services", MIS Quarterly, Vol.27, No.1(2003), pp.91-123. https://doi.org/10.2307/30036520
  45. Turner M., F. Zhu, I. Kotsiopoulos, M. Russell, D. Budgen, K. Bennett, P. Brereton, J. Keane, P. Layzell, and M. Rigby, "Using Web Services Technologies to create an Information Broker:An Experience Report," International Conference on Software Engineering( ICSE), (2004), pp.552-561.
  46. Zeithaml, V. A., "Service Quality, Profitability and the Economic Worth of Customers:What We Know and What We Need to Learn", Journal of the Academy of Marketing Science, Vol.28, No.1(2000), pp.67-85. https://doi.org/10.1177/0092070300281007
  47. Zeithaml, V. A., A. Parasuraman, and A. Malhotra, "Service Quality Delivery through Web Sites:A Critical Review of Extent Knowledge", Journal of the Academy of Marketing Science, Vol.30, No.4(2002), pp. 362-375. https://doi.org/10.1177/009207002236911
  48. Zins, A. H., "Relative Attitudes and Commitment in Customer Loyalty Models", International Journal of Service Industry Management, Vol.12, No.3(2001), pp.269-294. https://doi.org/10.1108/EUM0000000005521

Cited by

  1. A Systematic Literature Review on SaaS: Identifying Research Trend in Korean Academia vol.13, pp.6, 2012, https://doi.org/10.5762/KAIS.2012.13.6.2729