基于客户感知的IT服务质量评价指标体系设计  

Design of IT Service Quality Evaluation Index System Based on Customer Perception

作　　者：梁奂[1] 陈春华[1] 乔宏明[1] 

机构地区：[1]中国电信股份有限公司广州研究院,广东广州510630

出　　处：《移动通信》2015年第18期77-81,共5页Mobile Communications

摘　　要：在研究SERVQUAL服务质量模型的基础上,分析了电信企业IT服务管理的现状,设计了基于客户感知的IT服务质量评估模型,并编制了相应的评估指标。评估体系共4大类23个指标,与客户感知密切相关的指标有13个。本评估指标已在某电信公司的IT服务质量评估中应用,实践证明对提升IT服务质量有较好的促进作用。Based on SERVQUAL model, the status of IT service management of telecom enterprises was analyzed, an evaluation model of IT service quality based on customer perception was designed and corresponding evaluation indexes was drawn up in this paper. This evaluation system has twenty three indexes of four sorts in which thirteen of these indexes are relevant to customer perception. This evaluation system has been applied to the IT service quality evaluation of a certain telecom company. Practice shows that it promotes the enhancement of IT service quality well.

关 键 词：IT服务 SERVQUAL模型 客户感知 

分 类 号：TP399[自动化与计算机技术—计算机应用技术]