Software as a service quality factors evaluation using analytic hierarchy process

The purposes of this research are to identify software as a service (SaaS) quality factors and to utilise these factors in developing a framework to evaluate the SaaS service quality given by the SaaS providers. The framework is developed using the analytic hierarchy process (AHP) and involving ten respondents with 4-18 years experiences in SaaS field. The result of the process shows that there are 32 factors that influence the SaaS quality. These factors consist of 15 factors related to product, ten factors related to process and seven factors related to organisation. The highest priorities of each group are factors related to security, quality control, and technically competent employee for product, process, and organisation group, respectively. We also demonstrate the application of the SaaS service quality factors framework to evaluate the SaaS service quality in one of the SaaS-based human resource management application vendor.