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

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

Copyright: © 2018 |Pages: 12
DOI: 10.4018/978-1-5225-2255-3.ch097
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Cloud computing based technology is becoming increasingly popular as a way to deliver quality education to community colleges, universities and other organizations. At the same time, compared with other industries, colleges have been slow on implementing and sustaining cloud computing services on an institutional level because of budget constraints facing many large community colleges, in addition to other obstacles. Faced with this challenge, key stakeholders are increasingly realizing the need to focus on service quality as a measure to improve their competitive position in today's highly competitive environment. Considering the amount of study done with cloud computing in education, very little has been done in examining the needs and the satisfactions of the instructor customer. The purpose of this study is to examine the expectations and perceptions of instructors' usage of cloud computing based technology on overall quality of service (QoS) in their respective institutions of higher education.
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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.

Key Terms in this Chapter

User: An organization or individual that uses cloud computing resources as a customer of a cloud computing provider.

Perception (P): The customer’s judgment about the service encounter – the actual service received.

Service Quality or Perceived Service Quality (PSQ): Service quality is defined as the customer’s perception of the level of success or failure in meeting expectations (P-E).

Cloud Computing Based Technology (or System): Includes information technology services and capabilities that are perceived as useful and accessible, which enable the users to provide beneficial services via technological interfaces.

Expectation (E): The performance anticipated or expected by the consumer. They form the reference point against which product or service performance is compared.

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