Abstract:

Based on the effort of prior IS continuous usage theories and satisfaction researches in service management and combining the characteristic of the SaaS, we obtain the theoretical model of users’ satisfaction and continuous usage of the SaaS and test it by empirical methodology. Results reveal that the service quality and system quality of the SaaS system influence users’ satisfaction, and satisfaction as well as perceived usefulness influence users’ intention to use. We use IT knowledge capacity and organization embeddedness as moderating construct to analyses changes of the relationship between service quality, system quality and users’ satisfaction under different conditions. We define the measurement dimension and methodology of service quality, system quality, perceived usefulness of the SaaS system, that is instructive to enhance service quality and system quality of the SaaS system, increase users’ perceived usefulness and satisfaction, further promote users’ continuous usage.

Key words: SaaS, ECM-ISC, Satisfaction, Continuous usage, Influential factors