Assessing the service quality in Software-as-a-Service from the customers’ perspective: a methodological approach and case of use
Abstract Despite the advances in the evaluation of the quality of Software-as-a-Service (SaaS), new studies seem to be necessary, since the existing criticisms concerning the SERVQUAL scale and the lack of studies concerning the use of SERVPERF for this purpose. This work aims to fulfil this gap by...
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| Formato: | article |
| Idioma: | eng |
| Publicado em: |
2017
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| Texto completo: | http://old.scielo.br/scielo.php?script=sci_arttext&pid=S0103-65132017000100326 |
| País: | Brasil |
| Oai: | oai:scielo:S0103-65132017000100326 |