企业IT服务质量评价指标体系的设计与案例研究  

Design and application of enterprise IT service quality evaluation index system

作　　者：刘志亮[1] 余永忠[2] 王义申[2] 梁坚[2] 

机构地区：[1]华中科技大学管理学院,湖北武汉430074 [2]广东电网公司佛山供电局,广东佛山528000

出　　处：《湖北大学学报（自然科学版）》2013年第4期527-532,共6页Journal of Hubei University：Natural Science

基　　金：国家自然科学基金:企业IT服务管理绩效评价模型及其应用研究(71271095)资助

摘　　要：在分析现有关于服务质量和IT服务质量研究的基础上,针对我国企业IT服务现状,构建IT服务质量评价指标体系.该体系包含5个一级指标,16个二级指标和28个三级指标构成,并综合运用德尔菲法和层次分析法确定指标权重并将该指标体系运用于广东电网佛山供电局,证明其具有良好的适用性.With the integration of IT and business, IT service quality became more and more important. This research combined with the development of enterprise IT management, on the basis of the situation of development of enterprise IT management, systematically analyzed the research of service and IT service quality, developed the index system for IT service quality evaluation. The system was composed of 5 dimensions, which contained 16 indicators of level 2 and 28 indicators of level 3. and used the Delphi and AHP method to determine the index weight, and then applied the index system in the Foshan Power Supply Bureau of Guangdong Power Grid to validate the index system.

关 键 词：企业IT管理 IT服务管理 IT服务质量 评价指标体系 层次分析 

分 类 号：TP391[自动化与计算机技术—计算机应用技术]