TY - JOUR
AU - Marianna Sigala
AB - Service quality is argued to be a crucial success factor for application service providers (ASPs), but yet an empirically validated instrument for measuring the service quality of ASP vendors needs to be developed. This paper aimed to fill in this gap. After synthesising previous literature on the service quality construct within the context of IS, e-commerce, ICT outsourcing and ASP effectiveness, the paper proposes a set of dimensions and model for measuring ASP service quality. The model is tested by surveying and analysing data from Greek companies using ASP for developing and maintaining their Web stores. Directions for future research, as well as suggestions for improving the practices of ASP suppliers and users' are also provided.
TI - The ASP‐Qual model: measuring ASP service quality in Greece
JF - Managing Service Quality
DO - 10.1108/09604520410513703
DA - 2004-02-01
UR - https://www.deepdyve.com/lp/emerald-publishing/the-asp-qual-model-measuring-asp-service-quality-in-greece-7zlDi4wooU
SP - 103
EP - 114
VL - 14
IS - 1
DP - DeepDyve
ER -