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

Abstract

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 chapter 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.