Computing and Information Systems - Theses

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Author: PADILLA, ROLAND × End date: 2016 × Start date: 2011 × Subject: cloud computing ×

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    Service value in business-to-business cloud computing
    PADILLA, ROLAND ( 2014)
    This thesis is concerned with determining and measuring the components of service value in the business-to-business cloud computing context. Although service value measurement and its perceptions have been identified as key issues for researchers and practitioners, theoretical and empirical studies have experienced great challenges in measuring perceptions of service value in numerous business contexts. The thesis first determines the components of service value and then measures the service value perceptions of users in a business-to-business context of cloud computing. In this thesis, I: • undertook qualitative in-depth interviews (N=21) of managers who are responsible for deciding on the adoption and maintenance of cloud computing services. Two key findings of the interviews are that the four components of an established service value model in a business-to-consumer setting are appropriate in a business-to-business context of cloud computing and found evidence that an additional component, which we call cloud service governance, applies and does not fit the existing four components; • conducted a survey (N=328) of cloud computing practitioners to demonstrate that the findings from the qualitative in-depth interviews are generalisable to a number of industry sectors and across geographical locations; • assessed the measurement models, comprising both reflective and formative, and structural model by using partial least squares structural equation modeling, and provided evidence of specifying Service Value as a formative second-order hierarchical latent variable by using a sequential latent variable score method; • demonstrated that Service Equity is not a statistically significant component of service value in the first-order model, Service Quality is consistently significant for both first-order model and second-order, formative model, and the additional construct called Cloud Service Governance is significant; and, • for the first time, fully tested a reliable service value instrument for use by the customers of cloud computing, and aiming to engage cloud service providers in order to enhance customer satisfaction and increase repurchase intentions.