衡量SaaS服務品質之多構面量表

A Multidimentional Scale for the Evaluation of Saas Service Quality

余常任(Charng-Renn Yu)

指導教授 ： 翁崇雄

國立臺灣大學/管理學院/資訊管理學研究所/碩士(2011年)

https://doi.org/10.6342/NTU.2011.03252

摘要

隨著網際網路快速的發展與普及，雲端運算技術開始受到產學兩界的關注，軟體即服務(Software as a Service，簡稱SaaS)將軟體以服務的概念來開發、傳遞、收費的模式逐漸受到重視與採用。儘管如此，過去資訊服務服務品質相關的研究多半著重在網站品質上，少有對於SaaS服務服務品質之研究，因此本研究嘗試進行SaaS服務服務品質衡量模式之探討。
本研究從SaaS相關的研究中彙整出其服務特性，並結合Parasuraman等學者於2005年發展的E-S-QUAL量表，建構出SaaS服務服務品質的原始構面，並從這些構面發展出對應的問項且以問卷調查的方式進行了問項的驗證工作。
問卷的精簡工作是依據Parasuraman、Zeithmal、Berry於1988年發展SERVQUAL量表的整個程序進行，經過此程序，原始問卷被精簡成一份含有25道題目、5個構面的量表，再經過信度、效度的檢驗，證實這是一份適合用來衡量SaaS服務服務品質的量表。

關鍵字

網路服務 ； 服務品質 ； SaaS ； Software as a Service ； 雲端服務

並列摘要

As the maturity and population of Internet grow , the cloud computing gains great attention by both the industrial and academic . The business model of SaaS (software as a service) , the concept of developing , delivering , charging software as a service begins to gain importance and introduce . Nevertheless , most of the research on information service quality focus on website quality , rarely works on SaaS . This study endeavors to develop a measurement model for the evaluation of the service quality of SaaS.
This study summarizes the characteristics of SaaS service from relevant researches , and combines Parasuraman’s 2005 E-S-QUAL study to develop the original dimensions for measuring the service quality of SaaS service. This study generates corresponding items from original dimensions , and uses questionnaire to perform the verification of these items.
According to the developing process of SERVQUAL scale in service quality, which used by Parasuraman, Zeithmal, Berry in 1988, this study do the task of scale purification. After this process, it develops a scale including twenty-five items and five dimensions. Through reliability and validity analysis, it also proofs that the scale can be used to measure the service quality of SaaS service.

並列關鍵字

Internet service ； Service quality ； SaaS ； Software as a Service ； cloud computing

參考文獻

6. Chang, H.-H., & Chen, F.-P. (2010). The Influence of E-S-QUAL’s Dimensions on Customer Satisfaction and Purchase Intentions – the Case of Technology University Students. Electronic Commerce Studies, 8(3), 379-406.

3. Bloemer, J., Ruyter, K., & Wetzels, M. (1998). Linking perceived service quality and service loyalty : a multi-dimensional perspective. European Journal of Marketing, 33, 1082-1106.

4. Bennett, R., & Robinson, S. (2000).Development of a measure of workplace deviance. Journal of Applied Psychology, 85(3), 349-360.

9. Churchill, G. (1979). A Paradigm for Developing Better Measures of Marketing Constructs. Journal of Marketing, 16(1), 64-73.

10. Cronin, J., & Taylor, S.(1992). Measuring Service Quality : A Reexamination and Extension. Journal of Marketing, 56(3), 55-68.