What is it about?
This work proposes a methodological approach to assess the SaaS service quality by measuring SaaS customers’ satisfaction.
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Why is it important?
Studies are mostly devoted to the problem of assessing SaaS service quality concerning technical metrics and the evaluation process is conducted only from the perspective of SaaS experts.
Perspectives
The study contributes to the identification of the factors that most influence on the Saas service quality from the perspective of the clients (users).
Professor Andre Luis Policani Freitas
Universidade Estadual do Norte Fluminense Darcy Ribeiro - UENF
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This page is a summary of: Assessing the service quality in Software-as-a-Service from the customers’ perspective: a methodological approach and case of use, Production, November 2017, FapUNIFESP (SciELO),
DOI: 10.1590/0103-6513.20170020.
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