應用軟體服務供應商(Application service provider; ASP)可幫助資金不足之中小企業，以租賃方式透過網際網路使用與大型企業同等級之資訊系統服務。然ASP如何爭取中小企業這個商機，唯有提供高品質之服務，提升顧客滿意度，才可使中小企業及ASP互蒙其利。本研究以採用ASP的中小企業為對象，透過問卷調查法蒐集資料，瞭解我國中小企業使用ASP之情形。研究結果發現使用ASP的中小企業對ASP的期望與先前的資訊技術經驗對ASP之知覺績效與滿意度均無顯著影響；而知覺績效與服務品質對滿意度有正向顯著影響。亦即中小企業使用者如越認同ASP之績效，或ASP之服務品質較佳，則對ASP的滿意度亦較高。 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 in order to understand the use of ASP in 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 ASP satisfaction.
