Important factors affecting Software-as-a-Service user satisfaction - a case study
Tuomisto, Janne (2016)
2016
Tietojohtamisen koulutusohjelma
Talouden ja rakentamisen tiedekunta - Faculty of Business and Built Environment
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Hyväksymispäivämäärä
2016-05-04
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:tty-201604073783
https://urn.fi/URN:NBN:fi:tty-201604073783
Tiivistelmä
The main objective of this study was to find out the factors that affect SaaS user satisfaction the most. The research was conducted by literature review and case study in international industrial company.
Four topics affecting SaaS user satisfaction were selected from the literature review. These topics were SaaS quality, information quality, technology adoption and IT end user satisfaction in general. These topics composed a framework that was utilized in empirical part of the research. The empirical material was collected via survey and participant observation.
The main objective of the empirical part was to solve the factors that users find the most important ones related to user satisfaction. The questionnaire was utilized in order to collect prior data for the research. The secondary data was collected in order to support the results of the survey or inform possible conflicts.
The main achievements of the study were findings of the most important factors that affect SaaS user satisfaction. The most important factors were easy navigation in the SaaS tool, data timeliness, and one place for all daily IT related activities. Ease of use and data quality was perceived as important. Instead, FAQ, easy availability of training materials, the physical location of data or SaaS release schedule were not perceived as the most important factors affecting SaaS user satisfaction.
The main conclusion was that users want same satisfaction factors that are related to ease of use. Instead, factors related to usefulness are varied depending on user. Outcomes were reflected against literature. The conclusion was that research results were mainly consistent between literature and this study, but there were some differences also.
Four topics affecting SaaS user satisfaction were selected from the literature review. These topics were SaaS quality, information quality, technology adoption and IT end user satisfaction in general. These topics composed a framework that was utilized in empirical part of the research. The empirical material was collected via survey and participant observation.
The main objective of the empirical part was to solve the factors that users find the most important ones related to user satisfaction. The questionnaire was utilized in order to collect prior data for the research. The secondary data was collected in order to support the results of the survey or inform possible conflicts.
The main achievements of the study were findings of the most important factors that affect SaaS user satisfaction. The most important factors were easy navigation in the SaaS tool, data timeliness, and one place for all daily IT related activities. Ease of use and data quality was perceived as important. Instead, FAQ, easy availability of training materials, the physical location of data or SaaS release schedule were not perceived as the most important factors affecting SaaS user satisfaction.
The main conclusion was that users want same satisfaction factors that are related to ease of use. Instead, factors related to usefulness are varied depending on user. Outcomes were reflected against literature. The conclusion was that research results were mainly consistent between literature and this study, but there were some differences also.