Rethinking the role of security in client satisfaction with Software-as-a-Service (SaaS) providers

Goode, Sigi; Lin, Chinho; Tsai, Jacob Chia An; Jiang, James J.

doi:10.1016/j.dss.2014.12.005

Cited by 46 publications

(35 citation statements)

References 76 publications

Supporting

Mentioning

Contrasting

Unclassified

Order By: Relevance

“…Kim, 2010;Mahesh et al, 2011;Wen & Dong, 2013;Lian et al, 2014) argue that security is the most critical concern for adopting cloud computing, and there are numerous conceptual frameworks that incorporate security as an important component of customer management (Goode et al, 2015). Moreover, given the importance of security and privacy in SaaS (Gupta et al, 2013), motivating users requires the SaaS vendor to show its ability, goodwill, and contractual promise keeping (Chou & Chiang, 2013) -such issues are specially important since in this study the explanation about costs of service (Q 24 ) and the clarity of the limitations of use and contracting services (Q 25 ) are considered high priority items.…”

Section: Data Analysis and Resultsmentioning

confidence: 99%

Assessing the service quality in Software-as-a-Service from the customers’ perspective: a methodological approach and case of use

Freitas

Neto

2017

Prod.

View full text Add to dashboard Cite

Despite the advances in the evaluation of the quality of Software-as-a-Service (SaaS), new studies seem to be necessary, since the existing criticisms concerning the SERVQUAL scale and the lack of studies concerning the use of SERVPERF for this purpose. This work aims to fulfil this gap by proposing a methodological approach to assess the SaaS service quality by measuring SaaS customers' satisfaction. Factor analysis is used to summarize the information contained in the original items into a smaller set of new dimensions and Quartile analysis is suggested to determine the most critical items. By conducting a study, the factors that most influence customer's satisfaction are customer service, customer assistance and the reliability of SaaS. Most of the critical items are associated with the transparency and accuracy in correcting errors, the company's interest in solving customer problems, SaaS application's ability to meet business requirements, implemented updates and regularity of service performance.

show abstract

Section: Data Analysis and Resultsmentioning

confidence: 99%

Assessing the service quality in Software-as-a-Service from the customers’ perspective: a methodological approach and case of use

Freitas

Neto

2017

Prod.

View full text Add to dashboard Cite

show abstract

“…Perceived asset quality is defined as investors' actual expectations of assessment of Cambodian assets' performance, because perceived quality has been widely studied [24][25][26]. Perceived quality's positive relationship with perceived value has been tested in both the marketing and finance literature [27,28]. Therefore, this study assumes that the quality of assets will be carefully evaluated by institutional investors by consulting the Cambodian investment situations and asset holders before deciding whether or not to invest in certain kinds of assets.…”

Section: Perceived Asset Value and Perceived Asset Qualitymentioning

confidence: 99%

“…Since institutional investors always analyze the assets and then create the most attractive asset package of safety and appreciation potential, the components of perceived asset price not only contain current monetary price, but also expected future price hikes. Accordingly, institutional investors are intent on being equitably treated when the ratio of their outcome to inputs is equal to the outcome [25,27]. From this perspective, after a higher level of expected future asset price is perceived, a higher asset value will be automatically perceived.…”

Section: Perceived Asset Value and Perceived Asset Pricementioning

confidence: 99%

Extending UTAUT Theory to Compare South Korean and Chinese Institutional Investors’ Investment Decision Behavior in Cambodia: A Risk and Asset Model

et al. 2019

View full text Add to dashboard Cite

This study is designed to provide strategic inspiration in multinational institutions’ investment behavior in Cambodia. Most factors affecting the investment decisions of South Korean and Chinese institutional investors in Cambodia are investigated based on UTAUT theory. Perceived asset price and perceived asset quality proves to have a significant effect on perceived asset value, whereas perceived financial risk proves to have a significant negative effect on the relationship between perceived asset value and investment decision for the Chinese group, but not for the South Korean group. Facilitating conditions proves to have an important effect in investment decisions for the South Korean group, but not for the Chinese group. Furthermore, perceived asset value, social influence and performance expectancy prove to have a significant effect on investment decisions for both groups. Although both South Korean and Chinese institutional investors are plentiful in Cambodia, the investigation indicates that they maintain symmetry in investment competition due to their different preferences in investment objects and types. The results reinforce major implications in offering a more symmetrical and fair competition environment for both Cambodian regulators and multinational institutions.

show abstract

“…Operational security is an important issue for organisational and private user ICTs (Goode et al 2015;Goode and Lacey 2011). Substantial prior research has highlighted the risks of malware threats to operational security.…”

Section: Endpoint Security and Anti-malware Softwarementioning

confidence: 99%

Understanding negotiated anti-malware interruption effects on user decision quality in endpoint security

Tan

Goode

Richardson

2020

Behaviour & Information Technology

Self Cite

View full text Add to dashboard Cite

Anti-malware software must be frequently updated in order to protect the system and the user from attack. Makers of this software must choose between interrupting the user to update immediately or allowing them to update later. In either case, assessing the content of the interruption may still require cognitive investment. However, by allowing the user to negotiate a delayed response to these interruptions, users can instead focus on their work. This paper experimentally examines the effect of immediate and negotiated interruptions on user decision time and decision accuracy in multiple stage tasks. For complex tasks, decision performance is higher when the user can negotiate the onset of and response to interruptions. The option to defer response also results in greater subjective perceptions of control, improved task resumption and reduced feelings of interruption and distraction on the part of the user, even within a short period of time. These findings have practical implications for endpoint security and where there is a need to mitigate the effects of user interruptions from computer-mediated communication in complex task situations.

show abstract

Rethinking the role of security in client satisfaction with Software-as-a-Service (SaaS) providers

Cited by 46 publications

References 76 publications

Assessing the service quality in Software-as-a-Service from the customers’ perspective: a methodological approach and case of use

Assessing the service quality in Software-as-a-Service from the customers’ perspective: a methodological approach and case of use

Extending UTAUT Theory to Compare South Korean and Chinese Institutional Investors’ Investment Decision Behavior in Cambodia: A Risk and Asset Model

Understanding negotiated anti-malware interruption effects on user decision quality in endpoint security

Contact Info

Product

Resources

About