The study of ASP service model and satisfaction

• Main Authors: Yi-Wen Tiean, 田憶文
• Other Authors: Jr-Jung Lyu
• Format: Others
• Language: zh-TW
• Published: 2005
• Online Access: http://ndltd.ncl.edu.tw/handle/10125843649351672673

碩士 === 國立成功大學 === 資訊管理研究所 === 93 === 　An ASP (Application Service Provider) is a mode of software services offered through rental, which is extended from the outsourcing concept. This type of service enables enterprises to bring in reliable information applications with much lower costs. While the global trend on ASP market is increasing with a high growth rate, research shows that only 173 out of 424 companies that invested in ASPs survived. The high failure rate of ASPs demonstrates that it is difficult to run this business. 　Unlike previous study which emphasizes on the customer awareness of the ASP, the process of how to select appropriate ASP, and the factors involved in the adoption of an ASP, this thesis focuses on the customer satisfaction of ASP services. Following the literature survey and a study of the development and the trend of ASP market, the business models of three representative ASPs are analyzed based on the resources base theory. It is found out that most of the local ASPs in Taiwan, unlike the global major players, put the major resources on developing applications and do not offer the consultant services, data centers and are lack of industry domain knowledge. It is suggested that ASPs may use strategic alliance to complement the necessary capability so that better services can be delivered to enhance the value. 　A customer satisfaction evaluation framework on ASP services is developed. Questionnaire survey found out that quality of services from ASPs has a remarkable influence on users satisfaction. That is, besides adding functions of the application system, ASPs should enhance the service mechanism and the marketing capability. For the users at the beginning stage, the performance of the application system is critical on the evaluation of ASP service, since they are still familiarizing themselves with the system. In general, ASP services are playing a critical role for many enterprises to use affordable solutions to enhance their competence, where the ASPs have to be awareness the importance of users satisfaction to their business.