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An Exploratory Study on the Measurement of ASP Service Quality in Small Firm  

Kim, Sung-Hong (Chungbuk National University)
Publication Information
Information Systems Review / v.8, no.3, 2006 , pp. 175-200 More about this Journal
Abstract
Application service provider(ASP) model is emerging as a new form of application outsourcing. ASP model may be attractive for small companies and even some medium-sized companies because these companies lack appropriate resources and technical expertise to develop and operate their information system. However, studies of ASP model have so far been neglected. Service quality is argued to be a crucial success factor for ASP, but yet there is not an empirically validated instrument for measuring ASP service quality. Therefore, this paper aims to develop and test a model for measuring ASP service quality. In order to accomplish these, SERVQUAL that has developed in marketing area were adapted to the context of this study. The research sample was designed by randomly selecting 300 different companies from the database that listed up the small companies participating in "ASP based e-business project for small enterprises". 240 usable responses were received by interview. The results are that reliability and tangibility impact user performances and satisfaction more than any of the service quality dimensions.
Keywords
ASP; Outsourcing; Service Quality; SERVQUAL; Computerization for Small Firm;
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