An exploratory study into factors of service quality for application service providers

Ma, Qingxiong; Tadisina, Suresh K.

doi:10.1016/j.im.2004.11.007

Cited by 90 publications

(50 citation statements)

References 45 publications

(36 reference statements)

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“…INSERT TABLE 1 329 valid answers were obtained, which represents an 8% ratio. This ratio might seem low, but similar or even lower ratios can be found in other studies about IT Outsourcing (Bahli and Rivard, 2005;Gonzalez, Gasco and Llopis, 2005;Ma, Pearson and Tadisina, 2005;Shi, Kunnathur and Ragu-Nathan, 2005). In fact, the ratio is quite acceptable bearing in mind the problems to obtain answers in surveys carried out among executives, especially when they are IS executives.…”

Section: Contract Length (Duration)supporting

confidence: 63%

A descriptive analysis of IT outsourcing configuration

González

Gascó

Llopis

2008

IJMED

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Information Systems outsourcing is a growing phenomenon in present-day firms that has generally been characterised with an insufficient level of detail and analysis. This is mainly due to the fact that outsourcing has been studied as a set of homogeneous services, failing to distinguish that there is a variety of contracts and ways to implement the outsourcing relationship. That is why this paper seeks to focus on a large number of essential aspects which define outsourcing contracts and relationships through the results of a survey carried out among the largest Spanish firms, suggesting the foreseeable future with respect to outsourcing in those companies.

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Section: Contract Length (Duration)supporting

confidence: 63%

A descriptive analysis of IT outsourcing configuration

González

Gascó

Llopis

2008

IJMED

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“…On the one hand, some authors describe the concept as usage convenience, while others define it as conformity to specifications (Kara et al, 2005). However, the definition of quality standardized by "American National Standards Institute" and "American Society for Quality" is as follows: "The totality of features and characteristics of a product or service that impact its ability to satisfy given needs" (Ma et al, 2005(Ma et al, , p. 1068. Therefore, service quality correlates with its own characteristics, and it is described as an attitude form which includes a global judgment related to the superiority of service ( Jun et al, 2004;Stewart et al, 1998).…”

Section: Service Quality In Antalyamentioning

confidence: 99%

How do international tourists perceive hotel quality?

Dörtyol

Varinli

Kitapçı

2014

International Journal of Contemporary Hospitality Management

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Purpose – The aim of this paper is to identify tourists' perceptions of services provided by hotels in Antalya/Turkey and to explore hotel service quality dimensions. Specifically, the objectives are as follows: to identify the dimensions of hotel service quality, and to determine the relative impact of those dimensions on customer satisfaction levels, on customer value and on customers' intentions to recommend or revisit a hotel. Design/methodology/approach – The present study uses the framework which originally appeared in Juwaheer's study investigating international tourists' perceptions of hotels in Mauritius. In this framework ten hotel service quality dimensions were defined by factor analysis and then the most important dimensions for each component were determined using stepwise regression analysis. Findings – Of the ten hotel service quality dimensions, “tangibles” and “food quality and reliability” influence the customer satisfaction level the most. Customer value is explained by five dimensions which generate 37.8 percent of the variance. “Hotel employees and problem solving”, “transportation”, “food quality and reliability”, “climate and hygiene”, “level of price”, “tangibles”, “interaction with Turkish culture” and “friendly, courteous and helpful employees” are the main dimensions which affect whether a guest will recommend a hotel. “Tangibles”, “interaction with Turkish culture”, and “level of price” are seen as the most influential dimensions in terms of customers' intentions to revisit a hotel. Research limitations/implications – The basic limitation of the study is the unexplained variance, which is the result of the regression analysis. Therefore, future research should aim to determine the factors explaining that variance. Practical implications – In light of these findings, hotel managers in Antalya can better understand their guests' priorities and consequently, they can arrange their service encounter process accordingly to fulfill these priorities. Originality/value – This study presents potentially valuable information for hotel managers in Antalya with regards to understanding customer value and satisfaction, which are the key elements in terms of guests revisiting a hotel and recommending it to others. As providing an opportunity for a comparative study of service quality searches, this study contributes to the field.

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“…One of the many aspects so far neglected on the SaaS research agenda is the investigation of inhibitors and drivers of SaaSadoption (Rai and Sambamurthy 2006). While many research papers have theoretically explored the meaning, characteristics, and economic implications of on-demand software application sourcing (e. g. Walsh 2003; Seltsikas and Currie 2002; Kishore et al 2001), there is virtually no coverage of the drivers of SaaSadoption on a substantial empirical basis (Smith and Kumar 2004;Ma et al 2005;Peterson and Fairchild 2003). Although empirical studies of different samples have investigated SaaS-adoption from a transaction cost theoretical lens in small-tomedium-sized and large companies (Benlian and Hess 2009;Benlian 2009), there is still a paucity of research into aspects motivating or inhibiting SaaS-adoption other than transaction cost factors.…”

Section: Introductionmentioning

confidence: 99%

Drivers of SaaS-Adoption – An Empirical Study of Different Application Types

Benlian¹,

Heß²,

Buxmann

2009

Bus. Inf. Syst. Eng.

170

125

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Software-as-a-Service (SaaS) has been heralded by IT providers as a serious alternative to on-premises software. However, its acceptance among software using companies has been inconsistent across application types. While some SaaS providers (e. g. Salesforce.com for CRM) were successful in establishing a sustainable business model, others (e. g. SAP with Business ByDesign for ERP) still have difficulties to gain a stronger foothold. To better understand this discrepancy, we empirically examined main drivers and inhibiting factors of SaaS-adoption for different application types. Our analysis shows that social influence, the pre-existing attitude toward SaaS-adoption, adoption uncertainty, and strategic value are the most consistent drivers. Furthermore, our study reveals that company size does not matter in SaaS-adoption.

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An exploratory study into factors of service quality for application service providers

Cited by 90 publications

References 45 publications

A descriptive analysis of IT outsourcing configuration

A descriptive analysis of IT outsourcing configuration

How do international tourists perceive hotel quality?

Drivers of SaaS-Adoption – An Empirical Study of Different Application Types

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