本文调查、分析了云计算模式下的企业管理软件服务的变化,指出在新的SaaS的模式下,企业管理软件更接近服务的本质。针对软件服务内容和流程的变化,以服务质量差距模型为工具,寻找影响软件服务质量的关键因素并给出了解决的策略,以实现用户满意度和忠诚度的目标。 This paper investigates and analyzes the changes of enterprise management software services under the cloud computing model and points out that the enterprise management software is closer to the essence of service under the new SaaS model. In view of the changes of software service contents and process, the paper takes the service quality gap model as a tool to find the key factors that affect the service quality of software and gives the strategies to solve them, in order to achieve the goal of customer satisfaction and loyalty.