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[{"key": "dc.contributor.author", "value": "Turunen, Helin\u00e4", "language": null, "element": "contributor", "qualifier": "author", "schema": "dc"}, {"key": "dc.date.accessioned", "value": "2013-10-30T09:39:16Z", "language": null, "element": "date", "qualifier": "accessioned", "schema": "dc"}, {"key": "dc.date.available", "value": "2013-10-30T09:39:16Z", "language": null, "element": "date", "qualifier": "available", "schema": "dc"}, {"key": "dc.date.issued", "value": "2013", "language": null, "element": "date", "qualifier": "issued", "schema": "dc"}, {"key": "dc.identifier.other", "value": "oai:jykdok.linneanet.fi:1286305", "language": null, "element": "identifier", "qualifier": "other", "schema": "dc"}, {"key": "dc.identifier.uri", "value": "https://jyx.jyu.fi/handle/123456789/42383", "language": null, "element": "identifier", "qualifier": "uri", "schema": "dc"}, {"key": "dc.description.abstract", "value": "Tutkimuksen tavoitteena on kirjallisuuskatsauksen kautta esitell\u00e4 B2B-pilvipalveluiden asiakastyytyv\u00e4isyyteen vaikuttavia seikkoja, ja kuinka n\u00e4it\u00e4 seikkoja tulisi ottaa huomioon asiakastyytyv\u00e4isyyden parantamisessa. T\u00e4ss\u00e4 tutkimuksessa verkkopohjaiseen liiketoimintaan liittyv\u00e4\u00e4 asiakastyytyv\u00e4isyyden tutkimusta k\u00e4ytettiin pohjana etsiess\u00e4 asiakastyytyv\u00e4isyyteen vaikuttavia seikkoja pilvipalveluissa. Tutkimuksessa vertaillaan asiakastyytyv\u00e4isyyteen vaikuttavia seikkoja vertailemalla tyytyv\u00e4isyyteen vaikuttavia seikkoja verkkopohjaisen liiketoiminnan, yritysliiketoiminnan (B2B) ja kolmen asiakastyytyv\u00e4isyyden ja palvelun laadun mallin (American Customer Satisfaction Index, SERVQUAL and SaaS-QUAL) v\u00e4lill\u00e4. Yhteisi\u00e4 tyytyv\u00e4isyyteen vaikuttavia seikkoja kaikkien vertailtujen tutkimusten ja mallien v\u00e4lill\u00e4 olivat yleiset odotukset, havaittu laatu sek\u00e4 havaittu kokonaisarvo, mutta pelk\u00e4st\u00e4\u00e4n pilvipalveluille yhtenev\u00e4isi\u00e4 seikkoja l\u00f6ytyi vain SaaS-QUAL mallista. Lis\u00e4tutkimusta tulisi suorittaa, jotta erityisesti pilvipalveluissa asiakastyytyv\u00e4isyyteen vaikuttavia seikkoja tunnistettaisiin lis\u00e4\u00e4.", "language": "fi", "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.abstract", "value": "The aim of study is to present qualities that affect customer satisfaction in B2B cloud services and give insight on how to improve customer satisfaction. eCommerce related customer satisfaction research is used in defining qualities affecting cloud service related satisfaction. The study compares satisfaction re-lated qualities from eCommerce satisfaction and B2B satisfaction research and includes three customer satisfaction and service models in the comparison (American Customer Satisfaction Index, SERVQUAL and SaaS-QUAL). Com-mon factors affecting qualities in all compared research and models were found (expectations, perceived value and perceived overall quality), but cloud specific aspects were mostly limited to the offerings of the SaaS-QUAL model. Further study should be conducted in order to distinguish more possible qualities af-fecting customer satisfaction in cloud services.", "language": "en", "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Submitted using Plone Publishing form by Helin\u00e4 Turunen (helanntu) on 2013-10-30 09:39:15.211070. Form: Pro gradu -lomake (1 tekij\u00e4) (https://kirjasto.jyu.fi/julkaisut/julkaisulomakkeet/pro-gradu-lomake-1-tekijae). JyX data:", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Submitted by jyx lomake-julkaisija (jyx-julkaisija@noreply.fi) on 2013-10-30T09:39:16Z\nNo. of bitstreams: 2\nURN:NBN:fi:jyu-201310302508.pdf: 1276820 bytes, checksum: 408027b38045a34eb77bae21c437b87e (MD5)\nlicense.html: 4884 bytes, checksum: ace2d5d13b34cf982b532b2c4491f9b4 (MD5)", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Made available in DSpace on 2013-10-30T09:39:16Z (GMT). No. of bitstreams: 2\nURN:NBN:fi:jyu-201310302508.pdf: 1276820 bytes, checksum: 408027b38045a34eb77bae21c437b87e (MD5)\nlicense.html: 4884 bytes, checksum: ace2d5d13b34cf982b532b2c4491f9b4 (MD5)\n Previous issue date: 2013", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.format.extent", "value": "1 verkkoaineisto.", "language": null, "element": "format", "qualifier": "extent", "schema": "dc"}, {"key": "dc.format.mimetype", "value": "application/pdf", "language": null, "element": "format", "qualifier": "mimetype", "schema": "dc"}, {"key": "dc.language.iso", "value": "eng", "language": null, "element": "language", "qualifier": "iso", "schema": "dc"}, {"key": "dc.rights", "value": "In Copyright", "language": "en", "element": "rights", "qualifier": null, "schema": "dc"}, {"key": "dc.subject.other", "value": "ACSI", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "business to business", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "B2B", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "cloud service", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "cloud service pro-vider", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "customer satisfaction", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "service quality", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "software as a service", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "SaaS", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "SaaS-QUAL", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "SERVQUAL", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "pilvipalvelu", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "asiakastyytyv\u00e4isyys", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "palvelun laatu", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "pilvipalveluntarjoaja", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.title", "value": "Customer satisfaction in B2B cloud services", "language": null, "element": "title", "qualifier": null, "schema": "dc"}, {"key": "dc.type", "value": "master thesis", "language": null, "element": "type", "qualifier": null, "schema": "dc"}, {"key": "dc.identifier.urn", "value": "URN:NBN:fi:jyu-201310302508", "language": null, "element": "identifier", "qualifier": "urn", "schema": "dc"}, {"key": "dc.type.ontasot", "value": "Master\u2019s thesis", "language": "en", "element": "type", "qualifier": "ontasot", "schema": "dc"}, {"key": "dc.type.ontasot", "value": "Pro gradu -tutkielma", "language": "fi", "element": "type", "qualifier": "ontasot", "schema": "dc"}, {"key": "dc.contributor.faculty", "value": "Faculty of Information Technology", "language": "en", "element": "contributor", "qualifier": "faculty", "schema": "dc"}, {"key": "dc.contributor.faculty", "value": "Informaatioteknologian tiedekunta", "language": "fi", "element": "contributor", "qualifier": "faculty", "schema": "dc"}, {"key": "dc.contributor.department", "value": "Tietojenk\u00e4sittelytieteiden laitos", "language": "fi", "element": "contributor", "qualifier": "department", "schema": "dc"}, {"key": "dc.contributor.department", "value": "Department of Computer Science and Information Systems", "language": "en", "element": "contributor", "qualifier": "department", "schema": "dc"}, {"key": "dc.contributor.organization", "value": "University of Jyv\u00e4skyl\u00e4", "language": "en", "element": "contributor", "qualifier": "organization", "schema": "dc"}, {"key": "dc.contributor.organization", "value": "Jyv\u00e4skyl\u00e4n yliopisto", "language": "fi", "element": "contributor", "qualifier": "organization", "schema": "dc"}, {"key": "dc.subject.discipline", "value": "Information Systems Science", "language": "en", "element": "subject", "qualifier": "discipline", "schema": "dc"}, {"key": "dc.subject.discipline", "value": "Tietoj\u00e4rjestelm\u00e4tiede", "language": "fi", "element": "subject", "qualifier": "discipline", "schema": "dc"}, {"key": "dc.date.updated", "value": "2013-10-30T09:39:16Z", "language": null, "element": "date", "qualifier": "updated", "schema": "dc"}, {"key": "dc.type.coar", "value": "http://purl.org/coar/resource_type/c_bdcc", "language": null, "element": "type", "qualifier": "coar", "schema": "dc"}, {"key": "dc.rights.accesslevel", "value": "openAccess", "language": "fi", "element": "rights", "qualifier": "accesslevel", "schema": "dc"}, {"key": "dc.type.publication", "value": "masterThesis", "language": null, "element": "type", "qualifier": "publication", "schema": "dc"}, {"key": "dc.subject.oppiainekoodi", "value": "601", "language": null, "element": "subject", "qualifier": "oppiainekoodi", "schema": "dc"}, {"key": "dc.subject.yso", "value": "pilvipalvelut", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "asiakastyytyv\u00e4isyys", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "palvelut", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "laatu", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.format.content", "value": "fulltext", "language": null, "element": "format", "qualifier": "content", "schema": "dc"}, {"key": "dc.rights.url", "value": "https://rightsstatements.org/page/InC/1.0/", "language": null, "element": "rights", "qualifier": "url", "schema": "dc"}, {"key": "dc.type.okm", "value": "G2", "language": null, "element": "type", "qualifier": "okm", "schema": "dc"}]
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