Application Service Provider (ASP) in China: An Empirical Study of System and Service Satisfaction

摘要

ASP outsourcing is one promising business activity and efforts have been done to investigate the critical factors which improve clients' satisfaction level in developed countries. However, no efforts have been made to investigate the contributing role of functional capability of ASP to the increase of clients' satisfaction in China, one of the biggest SMEs market to develop ASP business. The results indicate that functional capability of ASP has negative effects on clients' satisfaction. This result is different from existing findings in a U.S. based study. Meanwhile, the ASP-client coordination is examined to have positive influence on the improvement of clients' satisfaction.