Research On The Analysis And Application Of SaaS Customer Perceived Value

SaaS is a kind of software as a service application model,and spreads on the Internet,this model shields the technical details and proposes the computing resources,software and services as a whole to the users,users can enjoy the mature,standardized software services through the Internet anytime and anywhere,without deploying infrastructure,operation and maintenance,this greatly reducing the costs of pre-information system construction,post-operation and maintenance for users,shortening the time of information system deployment.SaaS model reducing the users' transfer costs,users can use a very flexible payment model to obtain SaaS services,and have low start cost,short deployment period,which makes it easier for users to replace SaaS suppliers,this enhances the competition among SaaS suppliers,and the creation of customer perceived value is an imperative strategy for suppliers to acquire and maintain competitive advantage.Therefore,understanding and application of Saa S customer perceived value will help SaaS suppliers to develop and deliver users software products and services with actual value and help suppliers gain advantage in the fierce market competition.This paper firstly constructs a comprehensive indexes system of SaaS customer perceived value influencing factors based on the summarizingof the perceived value of information products and SaaS adoption research.And then uses above results as parameters,this paper constructs a dynamic model of SaaS's customer perceived value by using the system dynamics method.Finally,this paper focuses on two important factors that influence customer perceived value: SaaS software quality and service quality,and discusses the impact of users' preference on SaaS software quality and service quality on SaaS supplier pricing and quality selection decision.The specific research contents are as follows:(1)Analysis on the influencing factors of SaaS customer perceived value.This part constructs a more comprehensive SaaS customer perceived value influencing factor indexes by analyzing the related research of customer perceived value of information products and SaaS adoption factors.The system includes five primary indicators: the perceived software quality,perceived service quality,perceived the supplier quality,perceived environmental quality,perceived cost and the corresponding 15 secondary indicators,then used the AHP and expert interviews to determine the weights of SaaS perceived value of the primary indicators and secondary indicators.This work targets SaaS suppliers to improve the value of SaaS customer perception.(2)Research on the influencing factors of SaaS customer perceived value based on system dynamics method.The dynamic nature is one of the characteristics of customer perceived value,SaaS customer perceived value also has it.In addition,the influence factors of SaaS customer perceived value affect each other.According to above characteristics,this paper chooses system dynamics as the research method,and uses the weights of SaaS influence factors indexs in above research,then constructs the dynamic model of SaaS customer perceived value based on the assumption of SaaS suppliers holdthe goal of maximizing profit.Analysing the impact of investmentof SaaS software quality,service quality and suppliers itself quality on the perceived value of SaaS customers will help SaaS suppliers grasp the dynamic characteristics of customer perceived value.(3)Research on SaaS pricing and quality selection decisions based on customer perceived value.The pricing method based on customer perceived value can stimulate customers' willingness to purchase,make the product more competitive,and get the profit return.The quality of software and service quality of SaaS are two important factors which affect the SaaS of customer perceived value,this paper pays attention to the perceived differences of SaaS software quality and service quality,and uses the Stackelberg sequence of game theory to construct a pricing,software and service quality selection decision model based on customer perceived value,the SaaS suppliers' behavior are divided into long-term and short-term according to whether they invests in service quality maintenance and the differences between these two behavior are researched.These work provide reference for SaaS suppliers' pricing and quality chosendecision.