SaaS服务供应商评价研究

SaaS服务供应商评价研究

摘要：21世纪以来，信息技术和互联网技术的迅猛发展为全球的信息产业和网络产业带来了一片新的景象，人类社会随之进入到了信息时代。随着SaaS 被越来越多的中小企业在企业信息化中所采用，因此如何给中小企业提供一个合理的选择SaaS服务供应商的决策方法成为了本文研究的重点。

首先，本文对SaaS定义、SaaS特点、SaaS服务供应商以及中小企业采用SaaS实现企业信息化过程中所面临的问题做了阐述，指出SaaS服务供应商评价的重要性，并对目前SaaS和供应商选择方面的研究现状做了一个总结，通过文献的数量来了解近几年专家学者对此的关注。其次，本文在参考多方文献的情况下，结合SaaS与传统软件之间的差异，提取出了影响SaaS服务供应商评价的因素，并且根据实际情况建立了评价指标体系。最后，本文使用层次分析法，对复杂的问题分层次分析，并运用模糊综合评价法对SaaS服务供应商评价指标进行评价，为企业在实际应用中提供决策方案。最后，针对中小企业在实际应用中所面临的ERP服务供应商评价展开具体分析。

关键词：SaaS服务；供应商；评价指标体系；层次分析法；模糊综合评价法

The Evaluation Research of SaaS Suppliers

Abstract: Since the 21st century, the high development of information technology and internet technology has brought a new landscape for information and the internet industry throughout the world, and then human society has entered the information age. With SaaS being adopted by an increasing number of small and medium enterprises in enterprises informatization, how to provide small and medium enterprises with a reasonable approach to decision-making of selecting SaaS providers has become the studying focus of this paper.

Firstly, the paper addresses the definition and characteristic of SaaS, the SaaS providers as well as the problems which faced by small and medium enterprises during the process of adopting SaaS to realize the enterprises informatization. Meanwhile, the paper emphasizes the importance of SaaS evaluation, summarizes the current research situation of SaaS and the selection for providers and understands the attention to this field paid by experts and scholars in recent years according to the

number of documents. Secondly, in the condition of referring to various documents, this paper combines with the difference between SaaS and traditional software, thus extracting the factors which influence the evaluation of SaaS and establishing evaluation index system according to practical situations. Subsequently, the paper analyses the complex problems hierarchically by using analytic hierarchy process, and estimates the evaluation standard of SaaS providers by using fuzzy comprehensive evaluation method in order to provide approach to decision-making to in practical applications. Finally, the paper makes specific analysis according to the evaluation of ERP service providers faced by small and medium enterprises in practical application.

Keywords: SaaS; providers; evaluation index system; Analytic Hierarchy Process; Fuzzy Comprehensive Evaluation Method

第1章绪论

1.1 研究背景及意义

1.1.1 研究背景

我国是一个发展中国家，目前还处于工业化发展的初步阶段，21世纪以来信息技术和互联网技术的迅猛发展为全球的信息产业和网络产业带来了一片新的景象，人类社会也随之进入到了信息时代，企业资源信息化成为了企业所关注的焦点。企业资源信息化加快了我国工业化的进程，成为了众多企业实现资源优化配置、适应市场经济竞争环境，进而提高企业经营效益和企业竞争力的有效途径[1]。

在传统的市场营销理论里有一个“二八法则”，即20%的高端客户能带来80%的收益，但是互联网时代的到来却打破了原有的“二八法则”。2004年，《连线》杂志主编克里斯.安德森提出了“长尾理论”，他认为那些被忽略的80%的只能带来20%收益的低端客户所产生的总收益远大于那20%的高端客户所带来的收益，而这80%则是“长尾”。如今，在软件服务市场中，软件企业把目光大多集中在了银行、证券以及一些大型企业中，而忽略了中小企业的需求，而这些中小企业正是软件服务市场中的“长尾”[2][3]。我国的企业中有95%属于中小型企业，它们的信息化程度都不高，通过阅读学者、专家的研究总结出中小企业在信息化过程中遇到的问题集中体现在以下这四个方面[4]：