SaaS外包服务用户满意度与持续使用的实证研究

A Theoretical Model and Empirical Study on Users'Satisfaction and Continuous Usage of SaaS

通过梳理IS持续使用理论和服务管理中用户满意度研究的发展脉络,借鉴其成果并结合SaaS系统的特点,提出了SaaS用户满意度与持续使用的理论模型,并通过问卷调查的方法收集数据,采用SPSS、AMOS进行数据处理、假设检验和结构分析,以对模型进行检验。研究结果表明,SaaS系统的系统质量和服务质量会影响用户的满意度,并且满意度与感知有用性一起影响用户的持续使用意图。使用IT知识存量和组织嵌入作为调节变量,分析了在不同的条件下,服务质量和系统质量等外生因素与用户满意度之间关系的变化。定义了SaaS信息系统的系统质量、服务质量、用户感知有用性的测量维度和方法,这对SaaS提供商有的放矢的提高系统质量和服务质量,提高用户的有用性感知和满意度,进而促使其持续使用有直接的借鉴意义。

Based on the effort of prior IS continuous usage theories and satisfaction researches in service management and combining the characteristic of the SaaS, we obtain the theoretical model of users＇ satis-faction and continuous usage of the SaaS and test it by empirical methodology. Results reveal that the serv-ice quality and system quality of the SaaS system influence users＇ satisfaction, and satisfaction as well as perceived usefulness influence users＇ intention to use. We use IT knowledge capacity and organization em- beddedness as moderating construct to analyses changes of the relationship between service quality, system quality and users＇ satisfaction under different conditions. We define the measurement dimension and method- ology of service quality, system quality, perceived usefulness of the SaaS system, that is instructive to en-hance service quality and system quality of the SaaS system, increase users＇ perceived usefulness and sat-isfaction, further promote users＇ continuous usage.