Quality of service acceptance in cloud service utilization: an empirical study in Palestinian higher education institutions

Abstract

Cloud service is an emerging technology in Higher education institutions (HEIs). However, while providing this technology, quality of service (QoS) not given sufficiently important attention especially from the HEIs and decision makers. In this research, previous QoS models and frameworks are reviewed of researches done in this field are presented. It necessary to monitor, and evaluate QoS acceptance variables of cloud service to provide accurate information for HEIs. Thus, with the aim of representing and highlighting the factors influencing QoS acceptance, the need to develop a new model to enhance QoS acceptance, a new model is introduced to ensure understanding of the relation among QoS acceptance variables and utilizing cloud service. This study was conducted by a survey questionnaire for collecting data from top management in Palestinian HEIs. Results founded a positive significant relationship of technological and environmental variables with QoS acceptance while organizational shows insignificant relationship with QoS. Additionally, the developed model assist decision makers to develop their strategic plans of utilization cloud service by exploring, and evaluation QoS acceptance variables of current cloud service.