Examining continued use of software as a service in organizations

by Gilleo, Wayne M., D.B.A., CAPELLA UNIVERSITY, 2014, 129 pages; 3646094


Information systems can be used to increase competitiveness by increasing the effectiveness and speed of decision-making. Software as a Service (SaaS) is a subset of cloud computing that provides information systems functionality through a web browser. Organizations that adopt SaaS can receive value over time if they continue to use the SaaS solution after implementation. This study analyzed the extent to which SaaS adoption and continued use factors affect the continued use of SaaS in organizations. The research can help organizations maximize the value of SaaS by identifying success factors for continued use. The study determined the extent to which the independent factors of Rapport, Responsiveness, Reliability, Features, Security, Flexibility, and Marketing Effort affected the dependent variable of the decision makers' intent to continue use of SaaS within their organization. Participants in the study included IT managers and other technologists familiar with the use of SaaS in their workplace. Invitations were sent via email to IT managers and technologists working at a large aerospace organization. There was also an open invitation posted on a social media site used by customers of a large SaaS provider. The invitations resulted in 101 valid responses. The Extended SaaS-Qual model developed in this study is an extension of an earlier model developed to analyze SaaS continuance. The original SaaS-Qual model was extended to understand the effect of marketing on SaaS continuance intention. Statistical analysis including loadings, internal consistency, convergent validity, and discriminate validity showed strong support for the Extended SaaS-Qual model. The Extended SaaS-Qual model will help with the establishment of standardized measures for the benefit of both SaaS providers and SaaS users.

AdviserMary R. Lind
Source TypeDissertation
SubjectsManagement; Information technology; Organizational behavior; Computer science
Publication Number3646094

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