由於網際網路的應用逐漸成熟，於是出現所謂的應用軟體服務供應商(Application Service Provider; ASP) 。ASP可幫助資金不足的中小企業，以軟體租賃方式可以較低廉的成本，透過網際網路，使用與大型企業同等級之資訊系統服務，成功邁向電子化，增強競爭力。然ASP如何爭取中小企業這個商機，唯有提供高品質之資訊服務，進而提升顧客滿意度，才可使中小企業與ASP均蒙其利。
本研究以目前採用ASP之中小企業為對象，透過問卷調查法蒐集研究資料，以瞭解我國中小企業使用ASP之情形。研究結果發現中小企業使用者對ASP的期望與使用者先前的資訊技術經驗對ASP之知覺績效與顧客滿意度均無顯著影響。而使用者知覺績效與服務品質則對顧客滿意度均有正向顯著影響。因此，目前採用ASP之中小企業對ASP業期望較高，ASP業者如欲提高顧客滿意度，則應從使用者知覺績效與服務品質方面著手。 Application Service Providers (ASPs) may assist Small and medium-sized enterprises (SMEs) by leasing software thought internet with them, so SMEs could utilize similar application software as large companies do with low price. Whether ASPs can offer high-quality information services to improve SMEs’ satisfaction therefore become the important business issues of ASPs.
This study applies questionnaire survey to collect research data from SMEs. The findings suggest that expectations about ASP services and previous information technology experience of SMEs have not impact on perceived performance and customer satisfaction. However, SMEs’ perceived providers’ performance and service quality have significant impact on their satisfaction. Because SMEs have higher expectation to ASPs, ASPs need strengthen their performance and service quality in order to promote SMEs’ satisfaction.
