A Service Quality Based Evaluation Model for SaaS Systems

  • Author / Creator
    Chen, Xian
  • With the emergence of a new service delivery model, Software-as-a-Service (SaaS), interest in quality management in the planning and operation of SaaS systems is increasing significantly. Most current quality management approaches for SaaS focus primarily on the perspective of service provider. They largely ignore the perspective of service customer as well as the nature of ongoing business relationship between the service provider and customer. Based on an extensive exploration of this relationship, the thesis research makes contributions in the following four areas:

    1. A theory of SaaS business relationships is introduced by integrating an adapted quality paradigm with the notion of value co-creation (co-value) for the service provider and customer. In the theory, we define a specification of four quality-based service types (Ad-hoc, Defined, Managed and Strategic).
    2. The theory is used as the foundation for building a model that assists service customers in SaaS evaluation in support of service planning and ongoing operations.
    3. Based on the model, an evaluation tool is designed and used in a particular service area. As an example, a case study is undertaken to assist the decision making of email service adoption in the University of Alberta.
    4. Two surveys are conducted to assist in the building and evolution of the evaluation model, as well as in the use of an email service evaluation tool.

  • Subjects / Keywords
  • Graduation date
    Fall 2010
  • Type of Item
  • Degree
    Doctor of Philosophy
  • DOI
  • License
    This thesis is made available by the University of Alberta Libraries with permission of the copyright owner solely for non-commercial purposes. This thesis, or any portion thereof, may not otherwise be copied or reproduced without the written consent of the copyright owner, except to the extent permitted by Canadian copyright law.
  • Language
  • Institution
    University of Alberta
  • Degree level
  • Department
  • Supervisor / co-supervisor and their department(s)
  • Examining committee members and their departments
    • Hoover, H. James (Computing Science)
    • Stroulia, Eleni (Computing Science)
    • Finkelstein, Anthony (Department of Computer Science, University College London)
    • Arazy, Ofer (School of Business)