Understanding the Formation of Software as a Service (Saas) Commitment the Relational Value Creation Perspective

Abstract

This study focuses on the use of an important IT innovation--software-as-a-service (SaaS), and draw on sensemaking and the dedication-constraint framework to explain the formation of SaaS commitment. Building on and extending prior studies, we posit that managers' perceived relational value from SaaS consumption transforms their initial sensemaking of SaaS features into commitment. SaaS features are characterized as strength frames and weakness frames. Perceived relational values are conceptualized as process flexibility, task-knowledge coordination, process specificity, and trust. The proposed model and hypotheses are largely supported by the empirical data from 169 SaaS client firms. We discuss theoretical and practical implications.

Measuring factors influencing quality of software-as-a-service

“…Given that SaaS is managed by external providers, coordination and communication problems may arise due to the differences in the environment and location of providers and users (Wibisono et al, 2018). Some are also concerned about the ability of providers to effectively provide quality services and manage their resources (Hsu et al, 2015).…”

“…Therefore, these providers should deliver the required quality in SaaS by maintaining a collaborative and healthy relationship with their users. In addition, providers should cooperate with users to receive input that can help manage SaaS products (Hsu et al, 2015). To effectively solve technical problems in SaaS, providers should build a good rapport with users and fully understand their problems through regular interactions.…”

“…According to DeLone and McLean (2016), users identify reliability as a characteristic of high service quality. This factor reflects the required resource management and capacity for providers to fulfill SaaS tasks (Hsu et al, 2015). Although many studies show that SaaS provides more advantages than disadvantages, its negative effects, such as security and privacy issues, need to be addressed (Amron et al, 2017).…”

“…Measurable communication factors include infrastructure facilities, equipment condition, personnel appearance, communication materials provided to users, and efficiency of information delivery procedures (Freitas and Freitas Neto, 2017). Systematic and effective management of communication systems is needed to reduce user uncertainty and to improve the quality of relationships and services (Berry and Parasuraman, 1997; Hsu et al, 2015). Therefore, communication influences user satisfaction with service quality.…”