Determinants of Cloud Services and Customer Satisfaction in Indian Start-up Companies

The current market focuses on two critical aspects-speed and timeliness of the service providers, which are quintessential for cloud computing and service providers. This paper investigates the factors that Cloud Computing Service providers must maintain to keep their customers delighted. The review of literature carries the five most important factors cost, performance, accountability, security & privacy, and usability for cloud service customer satisfaction. This paper develops a questionnaire-based customer satisfaction model that helps cloud service providers understand the detriments of availing cloud services. The developed questionnaire was used to collect data from Indian start-ups using Analytic Hierarchy Process (AHP). The determining factors of the cloud service provider for customer satisfaction are identified by the ranking method. It was found that security and privacy factors are essential for customer satisfaction for start-ups.