Title: User support as moderator for cloud computing user satisfaction

Authors: Tor Guimaraes; Ketan Paranjape

Addresses: Tennessee Tech University, 1105 N. Peachtree Ave., P.O. Box 5022, Cookeville, TN 38505, USA ' Diagnostics Information Solutions, 9115 Hague Rd, Indianapolis, IN 46256, USA

Abstract: Cloud computing (CC) promises to provide quicker, easier, and less expensive computing services supporting e-commerce. To ensure that CC is also able to maintain or enhance customer satisfaction, this study addresses the factors leading to higher user satisfaction with SaaS applications websites. The proposed model defines and empirically tests these relationships, including the moderating effect of user support. Data collected from 1,257 users/customers using the order entry systems of 176 client organisations available through four SaaS providers were analysed. Results confirm the importance of the proposed success factors for user satisfaction with the CC vendor websites. Management of CC application risks, knowledge about the service provider, and effective data management respectively explained significant percentages of the variance in user satisfaction with the CC vendor website. The positive impact of user support is also confirmed. The results provide the basis for several insights and recommendations for managers and future research.

Keywords: cloud computing; e-commerce; user satisfaction; SaaS success factors; user support.

DOI: 10.1504/IJCC.2019.10021221

International Journal of Cloud Computing, 2019 Vol.8 No.2, pp.150 - 165

Received: 13 Nov 2018
Accepted: 13 Nov 2018
Published online: 01 Aug 2019 *

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