Service quality in software-as-a-service: Developing the SaaS-Qual measure and examining its role in usage continuance

Journal of Management Information Systems

Volumn 28, Issue 3, 2011, Pages 85-126

  Benlian, Alexander ^a   Koufaris, Marios ^b   Hess, Thomas ^c  

^a UNIVERSITY OF MUNICH   (Germany)

^b CITY UNIVERSITY OF NEW YORK   (United States)

^c UNIVERSITY OF ST GALLEN   (Switzerland)

Author keywords

IS continuance; SaaS Qual; service quality; SERVQUAL; software as a service; zones of tolerance

Indexed keywords

IS CONTINUANCE; SAAS-QUAL; SERVICE QUALITY; SERVQUAL; SOFTWARE-AS-A-SERVICE;

INSTRUMENTS; QUALITY CONTROL;

QUALITY OF SERVICE;

EID: 84857885260     PISSN: 07421222     EISSN: None     Source Type: Journal    
DOI: 10.2753/MIS0742-1222280303     Document Type: Article

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