Research on the influential factors of SaaS user acceptance

Abstract

In this paper, the influential factor model of SaaS user acceptance was built and tested. We found that e-service quality of SaaSwas primarily made up of four dimensions: ease of use, security, reliability and responsiveness. And all of them have impacts on SaaS user acceptance and can be measured by the SaaSQual scale. We also found perceived usefulness, ease of use, reliability, responsiveness and social influence have direct positive impacts on user behavioral intention to use SaaS, while security has an indirect positive impact on user behavioral intention to use SaaS through perceived usefulness.