Fatores Influentes na Satisfação de Clientes de SAAS: Proposta de um Sistema de Indicadores (Factors Influencing Customer Satisfaction in Software as a Service (SaaS): Proposal of a System of Performance Indicators)

Raquel A. Asaka (asaka@hotmail.com)1, Glauco H.S. Mendes (glauco@dep.ufscar.br)1, Gilberto M.D. Ganga (ganga@dep.ufscar.br)1

1Universidade Federal de São Carlos

This paper appears in: Revista IEEE América Latina

Publication Date: Aug. 2017
Volume: 15,   Issue: 8 
ISSN: 1548-0992

This article aims to identify factors influencing the customer satisfaction of Service as Service (SaaS) and proposes a set of indicators that can be used to measure it. The research was conducted using a survey and statistical analysis on client accounts of one of the major IT companies in the world. The results allowed proposing six factors for assessing the customer satisfaction. Quality in the execution of project, quality in the implementation and relationship are factors with the higher influence on customer satisfaction. Another result is that these factors can be also used for IT companies as performance indicators relate to the implementation and delivery of SaaS

Index Terms:
Cloud, Software as a Service, SaaS, Quality of service   

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