摘要： 以软件即服务(SaaS)模式中服务提供商(SaaSSP)的服务质量为研究对象，在SaaS电子服务质量评价指标实证研究的基础上获得评价维度和指标，结合由服务等级协议(SLA)形成的用户期望，采用SERVQUAL模型的服务质量差距思想，提出一种基于SLA的SaaSSP服务质量评价方法。算例结果表明，该方法能较好地融合服务质量差距理论与SaaS，为SaaS市场运营中软件服务提供商的服务质量评价提供参考。

关键词: 软件即服务, 服务等级协议, 服务质量, SERVQUAL模型, 差距理论, 质量评价方法

Abstract: 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.

Key words: Software as a Service(SaaS), Service Level Agreement(SLA), Quality of Service(QoS), SERVQUAL model, gap theory, quality evaluation method

中图分类号: 

• TP39