Title: Factors to measure the cloud service quality – a review

Authors: Sanjay Dhingra; Rajesh Agarwal

Addresses: University School of Management Studies, Guru Gobind Singh Indraprastha University, Sector-16C, Dwarka, New Delhi, 110078, India ' University School of Management Studies, Guru Gobind Singh Indraprastha University, Sector-16C, Dwarka, New Delhi, 110078, India

Abstract: The world is changing at a very rapid pace and drastic scale. In today's digital world, businesses are adopting new technologies and going digital in order to survive, keep the business relevant, compete with the world and shape the future. Organisations across all domains are transforming their enterprise data centre to the cloud. Cloud offers several advantages to the organisations such as low maintenance, 24 × 7 uptime and access from any part of the world. Cloud service providers claim high performance, high availability, and elastic scalability. Cloud computing is still evolving and full of challenges hence it is important to measure the quality of the services provided by different cloud service providers. In this paper an attempt is made to find the factors of cloud service quality. The keys factors to measure the cloud service quality have been identified after extensive literature reviews and exploratory interview with cloud business connoisseurs. These are as follows: availability, assurance of service, agility, interoperability, latency, reliability, scalability, security, service level agreement, service responsiveness and usability.

Keywords: cloud computing; data centre; transformation; service quality; IaaS; PaaS; SaaS.

DOI: 10.1504/IJBIS.2022.126995

International Journal of Business Information Systems, 2022 Vol.41 No.3, pp.289 - 321

Received: 08 Nov 2019
Accepted: 20 Jan 2020
Published online: 17 Nov 2022 *

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