移动通信Issue(18)：77-81,5.DOI:10.3969/j.issn.1006-1010.2015.18.016
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
梁奂 1陈春华 1乔宏明1
作者信息
- 1. 中国电信股份有限公司广州研究院，广东 广州 510630
- 折叠
摘要
Abstract
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Key words
IT service/service quality model/customer perception分类
信息技术与安全科学引用本文复制引用
梁奂,陈春华,乔宏明..基于客户感知的IT服务质量评价指标体系设计[J].移动通信,2015,(18):77-81,5.
