||Service Quality in Video Surveillance-as-a-Service: Developing Measures and Analyzing Its Function in Continuance Usage Intention
||Service Quality in Video Surveillance-as-a-Service: Developing Measures and Analyzing Its Function in Continuance Usage Intention
||Institute of International Management (IIMBA--Master)(on the job class)
Video surveillance is one of the most important components of the complete security solution. With the development of the Internet and technologies this important piece of safety is available for average customers not only locally, but also remotely with the help of cloud computing technologies. In the scientific works there are no studies that cover this topic so far. This research aims to find the major factors that will affect customers’ perception of the service quality, and reasons that will drive customers to keep using the service. As it was found, trust can play an important role in identifying the continuance intention to use services; and the seven major factors of VSaaS quality (rapport, reliability, responsiveness, flexibility, features, security, and privacy) would be the major players in defining quality, and hence perceived usefulness and continuous intention to use the services.
TABLE OF CONTENTS III
LIST OF TABLES VII
LIST OF FIGURES VIII
CHAPTER ONE INTRODUCTION 1
1.1 Research Background. 1
1.1.1 Video Surveillance Introduction. 1
1.1.2 Video Surveillance in the Cloud. 4
1.1.3 Research Motivation. 8
1.2 Research Objectives. 8
1.3 Research Structure. 9
CHAPTER TWO LITERATURE REVIEW 11
2.1 The Software, Platform, Infrastructure (SPI) Framework of Cloud Computing. 11
2.1.1 The Software-as-a-Service Model (SaaS). 12
2.1.2 The Platform-as-a-Service Model (PaaS). 12
2.1.3 The Infrastructure-as-a-Service Model (IaaS). 13
2.2 SaaS Service Quality. 13
2.2.1 SaaS-Qual as a Second-Order Construct. 18
2.3 VSaaS as a Version of SaaS. 18
2.4 Privacy and Its Relations with Service Quality. 20
2.5 Continuance Intention. 21
2.6 Perceived Usefulness. 22
2.6.1 The Relationship between Perceived Usefulness and IS Continuance Intention. 22
2.6.2 The Relationship between Perceived Usefulness and Satisfaction. 22
2.7 Customer Satisfaction. 23
2.7.1 The Relationship between Satisfaction and Continuance Intention. 23
2.8 The Relationship between Service Quality and Perceived Usefulness and Satisfaction. 24
2.8.1 The Relationship between Service Quality and Perceived Usefulness. 24
2.8.2 The Relationship between Service Quality and Satisfaction. 24
2.9 Trust. 24
2.9.1 The Relationship between Service Quality and Trust. 25
2.9.2 The Relationship between Trust and Satisfaction. 25
2.9.3 The Relationship between Trust and Continuance Intention. 26
2.10 Privacy Concerns. 26
2.10.1 Control and Privacy Concerns. 26
2.10.2 The Relationship between Service Quality and Privacy Concerns. 27
2.10.3 The Relationship between Privacy Concerns and Trust. 27
2.10.4 The Relationship between Privacy Concerns and Continuance Intention. 27
CHAPTER THREE RESEARCH DESIGN AND METHODOLOGY 28
3.1 Research Framework. 28
3.2 Interview with Cloud Computing Professionals. 29
3.3 Construct Measurements. 29
3.4 Sample Design. 30
3.5 Data Analysis Procedure. 31
3.5.1 Descriptive Statistics. 31
3.5.2 Common Method Variance Test. 31
3.5.3 Factor Analysis and Reliability Test. 31
CHAPTER FOUR RESEARCH RESULTS 33
4.1 Qualitative Interview. 33
4.2 Data Collection. 35
4.3 Descriptive Statistics. 35
4.3.1 Characteristics of Respondents. 35
4.3.2 Mean and Variance of Measurement. 38
4.4 Common-Method Variance Test. 41
4.5 Factor Analysis. 41
4.6 Partial Least Square Analysis. 44
4.6.1 Convergent Validity Test. 44
4.6.2 Structural Equation Modeling. 47
CHAPTER FIVE RESEARCH CONCLUSIONS AND SUGGESTIONS 51
5.1 Research Conclusions. 51
5.2 Research Implications. 54
5.2.1 Academic Implications. 54
5.2.2 Managerial Implications. 55
5.3 Research Limitations. 56
5.3.1 Sampling. 56
5.3.2 Questionnaire Development. 57
5.4 Future Research Suggestions. 57
Appendix 1: Summary for Survey Questionnaire. 63
Appendix 2: Interview Guidelines. 67
Appendix 3. Interview Transcript (VSaaS Service Provider). 67
Appendix 4. Results of SEM PLS from SmartPLS. 70
Appendix 5. Results of Bootstrapping from SmartPLS. 71
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