隨著委外概念延伸的應用軟體服務供應商(ASP)，提供多使用者以租賃為主的存取模式，經由網際網路集中管理應用，滿足企業對資訊應用的高度需求。研究指出全球整體的委外市場持續呈現上揚趨勢，其中ASP市場將有16.3%的成長率。然而，研究發現424家曾投資ASP的公司中有203家公司倒閉、存活下來的公司只有173家。ASP市場的高失敗率顯見業者經營是相當困難的。

　　學術文獻中ASP研究議題多著重在ASP基本概念介紹、顧客選擇流程、客戶對市場認知程度、ASP接受因素、採用意願。對於供應端的探討及顧客ASP服務滿意度等議題較少。因此，本研究透過國內外文獻探討、資料收集，整理現階段國外ASP市場發展現況與趨勢，並由資源基礎觀點、ASP技術服務要素及專家座談，針對國內三家ASP業者的資源能力與經營／服務模式進行個案研究。論文中就ASP服務顧客滿意提出評量機制，並以個案公司C之ASP使用者為實證對象，分析顧客ASP服務滿意度。

　　研究發現國外ASP服務模式除應用軟體及支援服務外，業者多具備產業知識及顧問服務，或具有提供資料中心及網路服務的能力。目前我國ASP市場尚未成熟，業者資源與能力主要投入於應用軟體發展。未來業者應由ASP生態系統思考各階段資源能力的投入，並可利用策略聯盟及顧問諮詢為顧客規劃電子化策略藍圖，重新調配獲利來源及核心競爭價值。就顧客端ASP服務滿意度方面，本研究顯示服務品質對長期使用者滿意有顯著影響，因此業者除應用系統功能外，應加強後續服務的監控，以及ASP服務效益的具體呈現。初期使用者由於ASP服務期間較短，對應用系統尚在摸索與學習階段，故應用系統的表現成為初期使用者評定ASP服務之關鍵。此外，在使用者特性方面，系統品質是使用者評定服務的重要指標。

　An ASP (Application Service Provider) is a mode of software services offered through rental, which is extended from the outsourcing concept. This type of service enables enterprises to bring in reliable information applications with much lower costs. While the global trend on ASP market is increasing with a high growth rate, research shows that only 173 out of 424 companies that invested in ASPs survived. The high failure rate of ASPs demonstrates that it is difficult to run this business.

　Unlike previous study which emphasizes on the customer awareness of the ASP, the process of how to select appropriate ASP, and the factors involved in the adoption of an ASP, this thesis focuses on the customer satisfaction of ASP services. Following the literature survey and a study of the development and the trend of ASP market, the business models of three representative ASPs are analyzed based on the resources base theory. It is found out that most of the local ASPs in Taiwan, unlike the global major players, put the major resources on developing applications and do not offer the consultant services, data centers and are lack of industry domain knowledge. It is suggested that ASPs may use strategic alliance to complement the necessary capability so that better services can be delivered to enhance the value.

　A customer satisfaction evaluation framework on ASP services is developed. Questionnaire survey found out that quality of services from ASPs has a remarkable influence on users satisfaction. That is, besides adding functions of the application system, ASPs should enhance the service mechanism and the marketing capability. For the users at the beginning stage, the performance of the application system is critical on the evaluation of ASP service, since they are still familiarizing themselves with the system. In general, ASP services are playing a critical role for many enterprises to use affordable solutions to enhance their competence, where the ASPs have to be awareness the importance of users satisfaction to their business.

【中文部份】
1.呂執中編譯， 2003， 電子化策略與經營模式，台北：麥格羅希爾
2.陳昌裕，2003，中小企業對ASP需求之實証研究，國立成功大學工業管理研究所碩士論文。
3.程左一，2001，應用軟體服務供應商在台灣企業資訊市場之研究，國立台灣大學資訊管理研究所碩士論文。
4.鄭力豪，2001，企業採用ASP服務之影響因素與對市場現況認知之探討，國立中央大學資訊管理研究所碩士論文。
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【網站部分】
1.經濟部商業司，http://www.moea.gov.tw/
2.資策會資訊市場情報中心，http://mic.iii.org.tw/
3.“ASP News” is at http://www.aspnews.com
4.“Gartner group” is at http:// www.gartner.com
5.“IDC” is at http://www.IDC.com
6.“ITAA” is at http://www.itaa.org
7.“SUN” is at http:// www.sun.com
8.Cherry Tree and Co, 1999, “Application service providers (ASP) spotlight report,” is at http://www.cherrytree.com/current/research.htm