An exploratory study of factors influencing ASP (Application Service Provider) success

Abstract

This study investigates key determinants of ASP (Application Service Provider) success from the user's perspective. Potential determinants of ASP success are inferred from the general characteristics of ASP system, the literature in Information System (IS) success and interviews with ASP experts. The potential factors are grouped into system quality and service quality. A user satisfaction construct is used to measure ASP success. The level of a user's IS knowledge and user involvement are used as moderators. A questionnaire is used to assess the satisfaction of users who have used ASP. The data collected by questionnaire were analyzed to investigate the relationships among the identified constructs and user satisfaction. Understanding key determinants of ASP success provides valuable guidance to both vendors and customers. Based on the results of this study, ASP vendors can focus on improving the factors that affect user satisfaction. Customers can benefit from this study in selection of a desirable ASP vendor who can provide as many ASP success factors as possible.