IDC(2011)預測2015年雲端服務是未來企業應用之主流,軟體即服務(Software as a Service, SaaS)扮演關鍵角色,將雲端運算推向雲端無所不在的境界。屆時SaaS服務將占雲端產業75%產值。資策會FIND(2011)指出目前企業已導入雲端運算服務業者,高達52.3%廠商對於導入SaaS服務仍保持觀望態度。Repschlaeger et al.(2012)則以彈性、成本、適用性與效能、可靠性、IT安全與法規及服務與管理來進行雲端運算導入評估考量。因此導入雲端服務時,如何評估SaaS服務商評選;是企業將面對重要處理議題。 綜觀目前文獻在SaaS服務商評選的相關研究(張文彥,2011),僅針對價格、管理和廠商經驗品質構面進行SaaS服務商之評選。然而在企業進行資訊委外的狀況下,除了希望可以降低成本外,同時也能在最低的風險狀況下並擁有最良好的服務品質,本研究考量彈性、成本、適用性與效能、可靠性、IT安全與法規及服務與管理等因素,其透過需求為導向的服務品質機能展開結合折衷排序法,提供決策者在不同偏好、考量下建立SaaS服務商之評選模式。希望透過此模式建立SaaS服務商評選準則,並提供給業界做為參考以及後續研究之依據。最後以一實務為例作為驗證。
IDC (2011) predicted cloud services market will reach $ 72.9 billion in 2015. Software as a Service (SaaS) will play a key role in the cloud computing. SaaS services will account for75% of revenue in the cloud industry. FIND (2011) pointed out that enterprises into the cloud computing service provider from considering import to actual import cloud computing services, it up to 52.3% of the manufacturers for import Software as a Service remains a wait-and-see attitude. If it can provide the SaaS service provider selection mode of assessment, that will help to solve import SaaS services doubts and uncertainties. Rosenthal et al (2010) pointed out that import cloud computing services should consider cost considerations, quality change and risk comparison. Repschlaeger et al (2012) use flexible, cost, applicability and performance, reliability, IT security regulations and services and management factors to evaluate for importing cloud computing service. Therefore, this study used demand-oriented to combine VlseKriterijumska Optimizacija I Kompromisno Resenje (VIKOR) and Quality Function Deployment(QFD) To provide decision-makers in the different preferences of the selection of the SaaS service providers. I hope use mode selection criteria established SaaS providers to the industry as a reference and follow-up study based on.