A Study On Evaluation Model Of Saas User Perceived Service Quality

In the 21st century, with the rapid development of Internet technology,cloud computing becomes the mainstream in the field of information technology, affecting every aspect of people’s lives and work.All kinds of enterprises need more office informatization based on internet. At the same time, due to the financial crisis and the operating costs, the small and medium-sized enterprises which always lack of the IT ability faced bigger informationization problem. As a new software application model of cloud computing, SaaS has brought tremendous opportunities for the enterprise informatization development. SaaS built a application software system through internet for the enterprise, adopting lease type mode, provide enterprises with all kinds of customized software services, SaaS vendors is responsible for system maintenance and management, and enterprises can save a lot of IT costs, greatly promoting the process of enterprise information. Since 2004, SaaS vendors are increasing at home and abroad. But after 11 years, the development of SaaS industry of our country remains tepid, facing competition homogeneity and different levels of service quality, the customer satisfaction is very low.In this paper, on the basis of summarizing previous studies, combined with expert interviews, analysis the main factors influencing the SaaS user perceived service quality, put forward a evaluation system which contains the safety, ease of use, responsiveness, reliability and flexibility these five evaluation dimensions and 21 second-level indexes.Then based on the fuzzy comprehensive evaluation method, constructsthe final evaluation model for SaaS users perceived service quality. At last, through the questionnaire, investigate the XTools-CRM user service quality evaluation to verify the evaluation model, as well as provide reference opinions for XTools-CRM to improve its service quality.This paper will be divided into six parts:The first part is the introduction. Mainly analysis the research background, practical significance and theoretical significance, introduce the research content and framework and describe the innovation points and methods of this study.The second part is the overview of related theories and research. First, the part carries on the elaboration to related concepts and characteristics of SaaS. Secondly, the connotation, evaluation dimension and methods of the perception of service quality will be summarized. Finally, sort out the previous studies on the status of SaaS service quality and to lay the theoretical foundation of this paper.The third part is to put forward the evaluation index system of user perceived quality of SaaS service. By combing the relevant evaluation dimensions of e-service quality, combined with expert interviews, and ultimately determine five evaluation dimensions of perceived service quality of SaaS and 21 secondary indicators to establish user perceived service quality evaluation system of SaaS.The fourth part is about establishing a evaluation model of SaaS services quality users perceived.On the established basic evaluation system, determine the importance of these indexes by the analytic hierarchy process(AHP), evaluate the first and second index by fuzzy evaluation method(FEM), finally set the model of user perceived services quality.The fifth part is the application instance of this model. XTools is the domestic leader of small and medium SaaS service, we take XTools for example to evaluate and analyze this model,verificate the applicability of theoretical models and practical significance, and finally provide XTools strategies to improve the quality of SaaS service.The sixth part is the conclusion and outlook.