Factors Influencing Customer Satisfaction in Software as a Service (SaaS): Proposal of a System of Performance Indicators

摘要

Client satisfaction plays a key role in the success of a software-as-a-service (SaaS) business model. Therefore, this article aims to identify factors influencing the client satisfaction with SaaS offers and proposes a set of indicators that can be used to measure it. The research method followed five steps, including survey and statistical analysis on client accounts from one of the world's largest IT companies. The results allowed the proposal of six factors for assessing SaaS client satisfaction. Among them, quality of the execution, quality of the implementation, and relationship are factors with a higher influence on client satisfaction. Based on these findings, implications are discussed.