Authors: Yudho Giri Sucahyo; Yan Yonathan Rotinsulu; Achmad Nizar Hidayanto; Devi Fitrianah; Kongkiti Phusavat
Addresses: Faculty of Computer Science, Universitas Indonesia, Kampus UI Depok, 16424, Indonesia ' Faculty of Computer Science, Universitas Indonesia, Kampus UI Depok, 16424, Indonesia ' Faculty of Computer Science, Universitas Indonesia, Kampus UI Depok, 16424, Indonesia ' Faculty of Computer Science, Mercu Buana University, Meruya Selatan No. 1, Kembangan, Jakarta Barat, 11650, Indonesia ' Center for Advanced Studies in Industrial Technology and Faculty of Engineering, Kasetsart University Bangkok 10900, Thailand
Abstract: The purposes of this research are to identify software as a service (SaaS) quality factors and to utilise these factors in developing a framework to evaluate the SaaS service quality given by the SaaS providers. The framework is developed using the analytic hierarchy process (AHP) and involving ten respondents with 4-18 years experiences in SaaS field. The result of the process shows that there are 32 factors that influence the SaaS quality. These factors consist of 15 factors related to product, ten factors related to process and seven factors related to organisation. The highest priorities of each group are factors related to security, quality control, and technically competent employee for product, process, and organisation group, respectively. We also demonstrate the application of the SaaS service quality factors framework to evaluate the SaaS service quality in one of the SaaS-based human resource management application vendor.
Keywords: software as a service; SaaS quality; service quality; cloud computing; analytical hierarchy process; AHP; information systems; Indonesia; security; quality control; technical competence; human resource management; HRM.
International Journal of Business Information Systems, 2017 Vol.24 No.1, pp.51 - 68
Received: 09 Apr 2015
Accepted: 28 Jun 2015
Published online: 13 Dec 2016 *