Exploring factors affecting service quality of ERP on cloud: a revelatory case study Online publication date: Sun, 26-Apr-2015
by Sumedha Chauhan; Mahadeo Jaiswal
International Journal of Business Information Systems (IJBIS), Vol. 19, No. 1, 2015
Abstract: With the emergence of cloud-based services, organisations now have a lucrative option for implementing ERP in the form of software-as-a-service (SaaS). A review of the literature reveals that very few studies have examined the quality of SaaS. Using a revelatory case study of a client and their service provider, this study assesses the quality of ERP on cloud using SaaS-Qual and further explores new factors that may affect the quality of service. The study also investigates how service providers can work on these factors to enhance and differentiate their offerings. The results from the study suggest that constant feedback, two-way communication, realistic expectations of the client and low cost functionality also enhance the perception of service quality. In addition, the study also confirms some of the known factors affecting the service quality of SaaS. Thus, the study provides insights not only to SaaS vendors but also to enterprise users for enhancing service quality experience.
Online publication date: Sun, 26-Apr-2015
If you are not a subscriber and you just want to read the full contents of this article, buy online access here.Complimentary Subscribers, Editors or Members of the Editorial Board of the International Journal of Business Information Systems (IJBIS):
Login with your Inderscience username and password:
Want to subscribe?
A subscription gives you complete access to all articles in the current issue, as well as to all articles in the previous three years (where applicable). See our Orders page to subscribe.
If you still need assistance, please email email@example.com