Issue |
MATEC Web Conf.
Volume 176, 2018
2018 6th International Forum on Industrial Design (IFID 2018)
|
|
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Article Number | 04002 | |
Number of page(s) | 6 | |
Section | User Experience and Human-Computer Interaction | |
DOI | https://doi.org/10.1051/matecconf/201817604002 | |
Published online | 02 July 2018 |
Research on the impact mechanism of user satisfaction with Software as a Service
1
Hohai University, 210098, Nanjing, Jiangsu, P.R. China
2
Jiangsu University of Science and Technology, 212003, Zhenjiang, Jiangsu, P.R. China
* Corresponding author: a 511065089@qq.com
Software as a Service(SaaS)has become a mainstream way for enterprises and governments to promote informatization. However, it is very easy for users to change their SaaS supplier due to low implementation costs. Improving user satisfaction with SaaS products and ensuring their continued usage by users present practical challenges that SaaS suppliers cannot ignore. The traditional information system success model only pays attention to the quality of products which is known as internal quality. This paper combines the internal quality features of SaaS with the suppliers’ quality and environmental quality. These two qualities constitute external quality, which also affect user satisfaction. The study comprehensively explores the impact mechanism of SaaS user satisfaction based on the integrated perspective of internal quality and external quality. We use SPSS23.0 and SmartPLS to examine the hypothesis with data from 212 valid questionnaires. The study finds that system, information, service, supplier, and environmental quality have a significant effect on user satisfaction, and the influence of service quality is the greatest.
© The Authors, published by EDP Sciences, 2018
This is an Open Access article distributed under the terms of the Creative Commons Attribution License (http://creativecommons.org/licenses/by/4.0), which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
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