Browse > Article
http://dx.doi.org/10.9716/KITS.2011.10.3.127

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

Kim, Eun-Hong (국민대학교 경영정보학부)
Park, Young-Sun (서경대학교 경영학부)
Nam, Kyung-Ok (서경대학교 경영학부)
Publication Information
Journal of Information Technology Services / v.10, no.3, 2011 , pp. 127-147 More about this Journal
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
Service Quality; User Satisfaction; Individual Performance; Organizational Performance; Loyalty;
Citations & Related Records
Times Cited By KSCI : 4  (Citation Analysis)
연도 인용수 순위
1 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.
2 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.
3 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.   DOI   ScienceOn
4 Gens, F., "New IDC IT Cloud Services Survey:Top Benefits and Challenges", Retrieved from http://blogs.idc.com/ie/?p = 730, 2009.
5 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.
6 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.   DOI
7 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.   DOI
8 김은홍, 최병구, 경영정보학개론, 제3판, 다산출판사, 2011.
9 김정수, 김영걸, "인터넷 뱅킹에서 고객이 인지하는 가치가 고객 충성도에 미치는 영향", 경영정보학연구, 제12권, 제4호(2002), pp.215-235.
10 노미진, 이원빈, 정경수, "이러닝 사이트 품질, 가지, 만족, 충성도 간의 관계성 분석", 한국경영교육학회 춘계학술대회, (2010), pp.1-13.
11 박명호, 장영혜, "인터넷 쇼핑몰 사이트의 설계요인과 만족 및 충성도 간의 관계", 인터넷전자상거래연구, 제8권, 제2호(2008), pp.283- 305.
12 박정현, 김정군, 김종욱, 이희석, "ASP 기반 정보시스템 성공모형 도출:소기업 적용을 중심으로", 경영정보학연구, 제14권, 제1호(2004), pp.43-58.
13 박정훈, "ASP 서비스 성공요인에 관한 연구", 한국외국어대학교 석사학위논문, 2005.
14 박준철, "인터넷 쇼핑몰 이용자의 고객만족이 신뢰, 몰입, 고객충성행위에 미치는 영향", 경영정보학연구, 제13권, 제3호(2003), pp.131-149.
15 안준모, 이국희, "인터넷 쇼핑환경에서의 고객 충성도에 영향을 미치는 요인에 관한 연구", 경영정보학연구, 제11권, 제4호(2001), pp.135-153.
16 윤정근, 이영찬, 이영구, "인터넷 쇼핑몰의 서비스 품질이 고객의 지각된 가치 및 고객만족, 충성도에 미치는 영향", 유통경영학회지, 제13권, 제1호(2010), pp.5-28.
17 이문규, "e-SERVQUAL:인터넷 서비스 품질의 소비자 평가 측정 도구", 마케팅연구, 제17권, 제1호(2002), pp.73-95.
18 정보통신부, "IT 기술예측 2020", 2006.
19 정영수, 정철호, "ASP 서비스 성공요인에 관한 실증적 분석", 정보시스템연구, 제14권, 제2호(2005), pp.25-53.
20 조철호, "웹 서비스 품질이 사용자만족과 충성의도에 미치는 영향:중소병원 홈페이지의 신뢰와 몰입의 조절효과", 대한경영학회 추계학술대회, (2009), pp.541-567.
21 최병구, 김은홍, 지석구, "SaaS(Software as a Service) 도입 성공요인에 관한 탐색적 연구", 한국IT서비스학회지, 제9권, 제4호(2010), pp.151-167.
22 Software and Information Industry Association( SIIA), "Software as a Service:Strategic Backgrounder", 2001.
23 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.   DOI   ScienceOn
24 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.   DOI   ScienceOn
25 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.   DOI   ScienceOn
26 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.   DOI   ScienceOn
27 Sigala, M., "The ASP-Qual Model:Measuring ASP Service Quality in Greece", Managing Managing Service Quality, Vol.14, No.1(2004), pp.103-114.   DOI   ScienceOn
28 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.   DOI   ScienceOn
29 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.
30 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.   DOI
31 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.   DOI   ScienceOn
32 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.   DOI   ScienceOn
33 Kerlinger, F. N., Foundations of Behavioral Research, 2nd ed., Holt, Rinehart and Winston, New York, 1973.
34 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.   DOI   ScienceOn
35 Nunnally, J. C., Psychometric Theory, 2nd ed., McGraw-Hill, New York, 1978.
36 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.   DOI   ScienceOn
37 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.   DOI   ScienceOn
38 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.
39 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.   DOI   ScienceOn
40 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.   DOI   ScienceOn
41 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.
42 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.
43 최완일, 김은홍, 김종욱, "정보기술서비스의 수용요인에 관한 실증연구", 한국전자거래학회종합학술대회, (2003), pp.33-41.
44 한국소프트웨어진흥원, "SaaS 활성화 연구", 2007.
45 Bennet, C. and G. Timbrell, "Application Service Provider:Will They Succeed?", Information Systems Frontiers, Vol.2, No.2(2000), pp.195-211.   DOI   ScienceOn
46 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.   DOI   ScienceOn
47 Cox, J. and B. Dale, "Managing Quality and e-Commerce:An Exploratory Analysis", Managing Service Quality, Vol.11, No.2 (2001), pp.121-131.   DOI   ScienceOn
48 Cronin, J. J. and S. A. Taylor, "Measuring Service Quality:A Reexamination and Extension", Journal of Marketing, Vol.56(1992), pp.55-68.