Abstract: “Enterprises in Taiwan start to consider transform producing products into providing services. On the other hand, they try to use their advantage to serve customers. For example, enterprises start to rent software from SaaS service providers, and they don’t buy any software from software providers directly, they try to use service to instead buying software. Therefore, it is important that how to manage trust between SaaS service providers and customers. Our objects are to know users’ behaviors that use SaaS’s CRM system, and we discuss their continuous usage intention of SaaS’s CRM system. Finally, this study found that Relationship Quality play an important role to influence users’ satisfaction and trust of SaaS’s CRM system, and high SaaS service quality could increase users’ continuous usage intention.”

Keywords: Continuous Intention Usage, CRM, SaaS, Cloud Service, Relationship Quality