TITLE:
Does Perceived Value Mediate the Relationship between Service Traits and Client Satisfaction in the Software-as-a-Service (SaaS)?
AUTHORS:
J. W. Liu, Jamie Y. T. Chang, Jacob C. A. Tsai
KEYWORDS:
Software-as-a-Service, IT Outsourcing, Service Quality, Satisfaction, Perceived Value, Trust
JOURNAL NAME:
Open Journal of Social Sciences,
Vol.3 No.7,
July
14,
2015
ABSTRACT: The Software-as-a-Service (SaaS) product
model provides clients to outsource software application processing requirements.
Customer satisfaction is an important problem facing SaaS firms. Marketing
theory suggests that customer satisfaction is affected by perceived value, but
this relationship has not been examined in the SaaS context. This study argues
for the mediating role of perceived value in the relationship between traits of
the SaaS product and customer satisfaction. Our model builds on prior studies
and success theories to consider whether service quality, service response,
security, and information quality are mediated in their relationship to customer
satisfaction. This study posits that perceived value serves as the primary
mediator and trust as a controlling mediator in a model tested using a survey
of ASP client firms.