基于企业应用的SaaS顾客价值影响因素研究被引量：1

SaaS Customer Value Factors:An Empirical Study Based on the Enterprise Applications

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摘要根据顾客价值相关理论,基于VAM和TAM-DTM模型,结合SaaS的服务特点,分析提炼出了影响SaaS顾客价值的关键因素,建立了理论模型,试图探讨驱动SaaS顾客价值的关键因素和影响程度。数据研究表明,响应性、安全性、柔性、可靠性和社会影响直接和通过感知有用性间接正向影响顾客价值,和谐性仅直接正向影响顾客价值,价格与顾客价值显著负相关。利用权重分析法和T检验对各因素影响程度进行分析,发现响应性对SaaS顾客价值影响程度最大。这些结论可为我国SaaS企业提升顾客感知价值、促进企业从传统MIS向SaaS转变提供有益借鉴。 According to the theory of customer value,based on the VAM and TAM-DTM model that combines features of SaaS services,this paper analyzes and extracts the key factors of SaaS customer value to establish a theoretical model that attempts to explore the key factors driving SaaS customer value.Data research shows that,responsiveness,security,flexibility,reliability and social influence directly and,through perceived usefulness,indirectly influence customer value in a positive way,rapport has only direct,positive impact on customer value,and price and customer value are negatively correlated in a significant way.The paper uses weight analysis method and T-test to analyze the degree of influence factors and finds that responsiveness is the most important one.This study can provide the useful reference for enterprises to enhance customer perceived value and promote enterprises to shift from traditional MIS to SaaS.

作者陈江涛张金隆张亚军

机构地区华中科技大学管理学院长江大学

出处《中国地质大学学报（社会科学版）》 CSSCI 北大核心 2013年第6期104-111,135,共8页 Journal of China University of Geosciences(Social Sciences Edition)

基金国家自然科学基金面上项目“企业IT服务管理绩效评价模型及其应用研究”(71271095) 湖北省教育厅人文社科青年项目“基于云计算的IT服务定价模型研究”(13q043) 长江大学校社科基金项目“基于消费者价值的IT服务定价模型研究”(2012csq014)

关键词 SAAS 顾客价值云计算

分类号 F272.7 [经济管理—企业管理]

作者简介陈江涛,男,华中科技大学管理学院博士研究生（湖北武汉430074）,长江大学讲师（湖北荆州434023）张金隆,男,华中科技大学管理学院教授,博士生导师张亚军,男,华中科技大学管理学院博士研究生

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