UNDERSTANDING THE SERVICE COMPONENT OF APPLICATION SERVICE PROVISION: AN EMPIRICAL ANALYSIS OF SATISFACTION WITH ASP SERVICES.

Author List: Susarla, Anjana; Barua, Anitesh; Whinston, Andrew B.;
MIS Quarterly, 2003, Volume 27, Issue 1, Page 91-123.
In spite of the promise and potential of improving the way organizations develop, operate and maintain information technology (IT) applications, application service providers (ASPs) have fared poorly in terms of attracting a large client base. Anecdotal evidence in the business press points to limited satisfaction among users of ASP, which calls for an assessment of determinants of satisfaction with ASP. In this paper, we draw upon the consumer satisfaction paradigm widely employed in marketing literature to analyze post-usage satisfaction with ASP services. We develop a conceptual model of satisfaction with ASP and empirically test the predictions using data from 256 firms using ASP services. Expectations about ASP service have a significant influence on the performance evaluation of ASPs, and experience-based norms have only limited significance in explaining satisfaction with ASP. We also find empirical support for the influence of performance and disconfirmation on the satisfaction with ASP. Implications for both ASPs and organizations adopting ASP services are discussed.
Keywords: applications software; causal models; empirical research; expectation disconfirmation theory; Management Information Systems; path analysis; satisfaction
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#108 0.267 model research data results study using theoretical influence findings theory support implications test collected tested based empirical empirically context paper
#211 0.267 service services delivery quality providers technology information customer business provider asp e-service role variability science propose logic companies especially customers
#276 0.144 satisfaction information systems study characteristics data results using user related field survey empirical quality hypotheses important success various indicate tested
#81 0.082 applications application reasoning approach cases support hypertext case-based prototype problems consistency developed benchmarking described efficient practical address activity demonstrate effective
#136 0.061 expectations expectation music disconfirmation sales analysis vector experiences modeling response polynomial surface discuss panel new nonlinear period understand paper dissonance