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Rethinking the role of security in client satisfaction with Software-as-a-Service (SaaS) providers

Goode, Sigi; Lin, Chinho; Tsai, Jacob; Jiang, Kiunn-Yih (James)


Despite the conceptual importance of security perceptions in contributing to client satisfaction, no study has yet provided empirical evidence of the link. We argue that because security perceptions are highly subjective and depend on the client's experiences, it is necessary to identify the perceived value of security in order to explain its effect on security. We adapt a recent model of SaaS satisfaction to include security and perceived value, and test the model on a sample of 135 SaaS...[Show more]

CollectionsANU Research Publications
Date published: 2015
Type: Journal article
Source: Decision Support Systems
DOI: 10.1016/j.dss.2014.12.005


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