Service Quality and Perceived Value of Cloud Computing-Based Service Encounters

Cloud Computing Environments

The explosive growth in computer usage by business, government, educational institutions, combined with global collaboration provided by the Internet, and competition has brought a considerable increase towards computer usage along with the associated need to maximize the use of available resources while minimizing costs. One area of growing interest for meeting these needs is the use of cloud computing to centralize computing and information management functions for large, often geographically dispersed organizations. Users only need to pay for the services they actually use (Kim, Kim, Lee, & Lee, 2009). It offers potential benefits related to reductions of server/storage infrastructure and delivery of services (Leavitt, 2009). Some of the primary types of cloud computing services include infrastructure as a service, platform as a service, and software as a service (Leavitt, 2009; “National Institute,” 2011). Leavitt (2009) also included a general group called services, which consist of storage, middleware, collaboration, and databases provided via the Internet. These technologies and services together comprise the majority of the types of computing services available from cloud computing, ranging from hardware and software services, to entire computing environments. Cloud computing offers potential benefits related to reductions of server/storage infrastructure and delivery of services (Kim et al., 2009; Robinson, 2009). Cloud computing can be highly beneficial in educational settings. Among the possible benefits is the enhanced usefulness of the existing technology (Erenben, 2009). With its emphasis on the delivery of low-cost or free applications anywhere on the Internet, cloud computing is a promising prospect for educational institutions faced with budget restrictions and mobile student population (Denton, 2012). This study builds on the SERVQUAL model, discussed next, to analyze the significance of expectations and perceptions of instructors’ usage of cloud computing technology in community colleges.