Research on Evaluation of SaaSSP Service Quality Based on SLA

This paper emphasizes on building a new evaluation method of Software as a Service's Service Provider(SaaSSP) service quality based on Service Level Agreement(SLA). Based on the evaluation indicators of Software as a Service(SaaS) electronic service quality in the empirical research, this method is developed with consideration of user's expectation which is result from SLA and adoption of the thought about quality gaps in the classical SERVQUAL model. Example results show that this method can combine the service quality gaps model and the characteristics of SaaS model well and it can provide reference to evaluate SaaSSP service quality.