Factors influencing cloud service quality and their relationship with customer satisfaction and loyalty.

ABSTRACT: The quality of cloud service is an important aspect to the success of any global business in today's world. The objective of this paper is to find the factors of the cloud service quality and assess the impact of service quality on customer satisfaction and loyalty. A survey of 419 cloud experts/users was conducted in India by means of an organized survey instrument/questionnaire based on Likert scale. The respondents were the cloud experts/users using the services of top 5 cloud service providers of India. Research hypotheses were tested using partial least squares structural equation modeling. The study found that agility, assurance of service, reliability, scalability, security, service responsiveness, and usability all have a positive and significant effect on overall cloud service qua

SUBMITTER: Agarwal R 

PROVIDER: S-EPMC10123211 | biostudies-literature | 2023 Apr

REPOSITORIES: biostudies-literature