SaaS Service Quality Evaluation Model From User's Perspective : a Case Study of CHT

103

With the improvement and popularity of cloud computing technology, many companies import service of cloud computing. However, there don’t have complete research about the service quality of cloud computing service (SaaS) suppliers. Although SaaS is suitable for small-and-medium-size enterprises that have tight budget of information technology, the products of foreign software enterprises cannot still meet the needs of small-and-medium-size enterprises in Taiwan. Chunghwa Telecom is not only leader of Taiwanese telecommunication, but also domestic pioneer of cloud supplier that has a large number of users.This study takes the users of Chunghwa Telecom’s cloud computing service (SaaS) for example. In service quality theory of view, this study examines the importing experiences and using situation of Chunghwa Telecom’s SaaS users. First, this study examines related factors of the service quality selection of cloud computing service (SaaS) from the foreign and domestic literature review. Next, this study discusses the factors from reviewing references, planning the practical interview of industry. This study interviews the key users of cloud computing service (SaaS) to extract related factors by using content analysis, finding the key factors of the service quality selection of cloud computing service (SaaS). Third, this study uses decision making trial and evaluation laboratory to get the inter-influence level and distinguish the importance of key factors. Finally, this study uses the result of analysis network process to distribute resource and order works at each section of cloud computing service (SaaS). This study’s result can provide relevant suggestions, helping cloud computing service suppliers to be better in the future.