【作者】 刘爱梅；

【导师】 周国华；

【作者基本信息】 西南交通大学 ， 管理科学与工程， 2007， 硕士

【摘要】 对IT部门的内部服务质量进行客观、准确的评价,并在此基础上不断进行改进对企业来说具有重要的现实意义。然而IT部门的内部服务质量评价是一个涉及众多复杂的、不确定性因素的系统工程,评价的最大难度在于完善的评价指标体系的建立以及评价值的量化。本文以用户满意为理论基础,提出了基于证据理论的企业IT部门的内部服务质量综合评价方法;然后在文献综述和访谈结果的基础上,构建了IT部门内部服务质量衡量量表,并将企业IT用户视为顾客,通过数据调查、统计分析归纳出企业IT部门的内部服务质量评价指标体系(即可靠性、响应性、关怀性、前瞻合作性和沟通性六个维度二十个指标),并进行了应用实证分析。在实证分析部分对于二级指标基本支持度和各级指标初始权重的确定均从调查的实际数据本身提取有关信息,能充分体现用户的意愿,其客观性较强,不易受其他因素影响。而实证结果表明,我国企业IT部门内部的总体服务质量水平比较低,有待进一步改善。管理者优先改善的顺序依次是沟通性、前瞻合作性和关怀性,同时也说明利用证据推理方法对企业IT部门的内部服务质量进行评价具有有效性和一定的应用价值。本研究亦提出了一些相应的对策和建议,为相关管理人员改善企业IT部门内部服务水平提供了参考。更多还原

【Abstract】 It is very important for managers to continuously improve the service quality according to the results of the IT department’s internal service quality evaluation. However, the evaluation of IT department’s internal service involves multitudinous complex and uncertain factors, and the greatest difficulty lies in the establishment of an appropriate evaluation index system and the quantification of the evaluation.In this paper, a synthetic evaluation approach of IT department’s internal service quality is proposed using the Evidential Reasoning method, then an internal service quality evaluation scale of IT department is constructed based on the literature review and interviews, and an index system is established through investigation and analysis from the perspective of IT users, after that an empirical analysis is conducted.The basic support of the secondary index and initial weights of each index are extract from the actual data of survey, this fully reflect the wishes of users and it’s vety objective,also is not easily affected by other factors. The empirical results show that the IT department’s overall service quality level is low and needs to be further improved.The priority of improvement is communication, cooperation and empathy, also the empirical analysis shows that the Evidential Reasoning method is efficient and practical for the IT department’s internal service quality evaluation.更多还原