Understanding Service Quality and System Quality Success Factors in Cloud Archiving From an End-User Perspective

Abstract

This study seeks to explain the adoption of cloud storage services as a means of personal archiving thereby focusing on users’ service and system quality perceptions and their drivers. The authors derive and empirically validate a model that incorporates users’ perceptions of service/system quality as well as behavioral factors to explain usage. Finally, the authors highlight important determinants of system/service quality perceptions that cloud providers should pay attention to in their attempts to increase marketshare.

Keywords:

• cloud storage
• cloud archiving
• service quality
• system quality
• adoption
• technology acceptance model

Notes

1. The items used in this study are provided in the appendix A1.

2. A reference to a detailed overview of the participant sample can be found in the appendix A2.

3. The authors conducted Kolmogorov–Smirnov and Shapiro–Wilk tests to assess normal distribution of their construct indicators.

Additional information

Notes on contributors

Daniel Burda

Daniel Burda is a professor of Information Systems and Business Process Management at Bern University of Applied Sciences in Switzerland. His research focuses on Cloud Computing, IT Management and Governance, Business Process Management, E-Government, and IS behavioral research. He has published articles in leading international journals in the fields of Information Systems and Information Science. Previously, Daniel held various industry positions with SAP Consulting, Germany/Switzerland; SAP Research and Innovation, Switzerland; and Swisscom IT Services, Switzerland. He holds a PhD in Information Systems from the University of Osnabrueck, Germany.

Frank Teuteberg

Frank Teuteberg is the head of the Research Group in Accounting and Information Systems, which is part of the Institute of Information Management and Information Systems at the University of Osnabrueck, Germany. He is the leader of a subproject on Green Logistics as part of the joint project “IT-for-Green” which was funded more than 2 million Euros by the European Fund for Regional Development. Prof. Teuteberg has published more than 165 scientific papers, many of which have appeared in leading International Journals. His main research interests are Cloud Computing, Green IS, Process Benchmarking, and Sustainable Information Management.