英文摘要 |
The purpose of this paper is to articulate efficient service approaches for enhancing the ASP user satisfaction. In this paper, the authors describe the problems confronted by the recently prosperous Internet-based ASP vendors and propose an integrated solution combined two streams of quality management. One is the software quality derived from the subject of software engineering, while the other is the widely-used SERVQUAL service quality framework. The authors study the ASP provision process along the life cycle of Service Level Agreement (SLA) from the user perspective and discover the significant correlated configurations between software quality and service quality by means of the canonical analysis. According to the correlated configurations, this research suggests that the ASP vendors have better to treat the manufacturing users and the service industry users with different service strategies. When the ASP vendors face to the manufacturing users, they have better to focus on the ”Trust” on figuration type in the first two SLA stages, that is, R&D and contracting; the ”Adaptation” type is suited for the installation stage; the ”Pragmatic” one is for the operation stage; the ”Agile” one is for the last after-sales stage. Contrarily, when the ASP vendors face to the service industry users, they have better to emphasize on the ”Professional” configuration type in the SLA stages of R&D, contracting, and operation, while the ”Adjustment” type is suited for the installation and after-sales stages. Furthermore, the paper also deliberates the fulfilling approaches for the ASP vendors in terms of CMMI software guidelines, so as to enhance the critical software quality along the SLA stages. Thus, the corresponding service quality that is importantly concerned by the ASP users at each SLA stage will be achieved by the especially emphasized software quality. |