CAJ | 학술논문

以软件即服务(SaaS)模式中服务提供商(SaaSSP)的服务质量为研究对象，在 SaaS 电子服务质量评价指标实证研究的基础上获得评价维度和指标，结合由服务等级协议(SLA)形成的用户期望，采用SERVQUAL模型的服务质量差距思想，提出一种基于SLA的SaaSSP服务质量评价方法。算例结果表明，该方法能较好地融合服务质量差距理论与SaaS，为SaaS市场运营中软件服务提供商的服务质量评价提供参考。
이연건즉복무(SaaS)모식중복무제공상(SaaSSP)적복무질량위연구대상，재 SaaS 전자복무질량평개지표실증연구적기출상획득평개유도화지표，결합유복무등급협의(SLA)형성적용호기망，채용SERVQUAL모형적복무질량차거사상，제출일충기우SLA적SaaSSP복무질량평개방법。산례결과표명，해방법능교호지융합복무질량차거이론여SaaS，위SaaS시장운영중연건복무제공상적복무질량평개제공삼고。
This paper emphasizes on building a new evaluation method of Software as a Service’s Service Provider(SaaSSP) service quality based on Service Level Agreement(SLA). Based on the evaluation indicators of Software as a Service(SaaS) electronic service quality in the empirical research, this method is developed with consideration of user’s expectation which is result from SLA and adoption of the thought about quality gaps in the classical SERVQUAL model. Example results show that this method can combine the service quality gaps model and the characteristics of SaaS model well and it can provide reference to evaluate SaaSSP service quality.