【作者】 杨柳；

【导师】 周力；

【作者基本信息】 东华大学 ， 管理科学与工程， 2011， 硕士

【摘要】 随着经济和信息全球化的高速发展,IT外包服务在企业中的重要性不断增强。由于该领域利润丰厚且市场前景广阔,使得IT外包服务项目成为国内外大小企业的必争之地。调查研究表明,顾客对服务质量的评价已经成为IT外包服务商们关注的焦点。而现今IT外包服务商所面临的主要问题有：一是服务质量,不能满足客户企业需求或对可能出现的潜在风险认识不足,削弱了客户对该业务的接受程度和新需求；二是服务效果,无论是服务商还是客户对服务的效果都难以用适度的标准来衡量而引发纠纷。同时IT外包服务项目本身有复杂程度高、失败率高等特点,这些都影响着IT外包服务商业务水平的评估和提升。IT行业普遍采用ITIL进行IT服务的管理,但对IT外包服务的质量情况没有统一的评价方法。因此,构建一个合理的IT外包服务质量评价体系,将服务商角度的IT服务管理和关注客户满意角度的IT服务质量评估相结合是至关重要的。本文的研究主要是以管理学理论、顾客感知理论等为主要基础,综合IT外包服务使用者和IT行业专家的意见,以成熟的服务评价方法SERVQUAL模型和IT外包服务特征为核心构建IT部门内部服务质量综合评价指标体系。通过运用样本基本情况分析、因子分析、信度效度检验等统计学方法对原有指标体系进行修正,最终确定包含可靠性、前瞻性、回应性、移情性和有形性的五大维度十八项指标的评价体系。然后应用熵值法客观地确定指标权重,利用D-S证据理论从权重和各个指标的基本支持度中提取评价信息,逐层计算各层指标的基本概率分配函数,客观的对当前IT外包服务水平的综合情况进行评价。同时结合IT服务质量评价领域较常用的模糊综合评价方法的研究结论,进一步讨论D-S证据理论在IT外包服务评价领域的适用性问题。研究结果表明IT外包服务质量水平处于表现还可以,即顾客满意度为一般和良好之间。其中前瞻性维度的总体评价表现较差,而该维度中的三级指标“e23：具备先进的业务水平应对信息技术的迅猛发展”是急切需要企业重点关注和改进的领域。针对评价结果,本文给出一些改进服务水平的措施和建议。同时,通过模糊综合评价方法的对比分析,证明D-S证据理论适用于IT外包服务质量评价领域且具有一定的优越性。更多还原

【Abstract】 With the rapid development of globalization in the area of economy and information, IT-outsourcing service is becoming more and more important to many enterprises. The lucrative market prospect makes IT-outsourcing services become the domain that large numbers of enterprises are contesting. Research shows that customer evaluation of the quality of IT-outsourcing service catches the most attention of service providers. Today, service providers are facing these major problems:First, If the service quality can not meet customer’s business needs or lack the awareness of potential risks, it will reduce the acceptance of customer as well as the new demand; Second, both the service provider and the customer are difficult to evaluate the performance of IT-outsourcing service and it may leads to disputes. At the same time, the complexity and high failure rate of the project and so on all affect IT outsourcing service to improve. ITIL method is widely used in IT service management, but there is no a uniform evaluation system to evaluate the performance of IT-outsourcing service. Therefore, it is quite urgently to build a reasonable IT outsourcing service quality evaluation system, which can integrate the point of view of both service provider and the customer.This study mainly based on the management theory, customer perception theory, combined the main opinions of users and IT industry experts and took advantage of the mature model of service evaluation called SERVQUAL and the characteristics of IT-outsourcing services to build a comprehensive evaluation system for the service quality. Basic information came from the sample analysis, factor analysis, reliability and validity testing and other statistical methods were used to amend the original evaluation system. Finally, the evaluation system which included the five dimensions of forward-looking, reliability, responsiveness, empathy and tangibles with eighth indicators. Then this paper applied Entropy method to definite indicators’ weights objectively, and used D-S Evidence theory to extract the basic information from the weight of various indicators and the support evaluation, then calculated the basic probability assignment function of each indicator layer by layer, as well as objectively did the evaluation on the situation of the current IT-outsourcing services comprehensive level. Meanwhile, through a contrastive analysis between Fuzzy Comprehensive Evaluation method and SERVQUAL method, the applicability of D-S Evidence theory was used in the research area of IT-outsourcing services is discussed. The research results showed that the performance of IT-outsourcing services nowadays is not bad. The overall evaluation of the performance of forward-looking dimension was the worst and its indicator "e23:Own the advanced information technology to catch the step of rapid development "was the most inferior that urgently needs for improvement. According to the evaluation results, this paper gave some suggestions for improving the service standard. At the same time, through comparative analysis of Fuzzy Comprehensive Evaluation method, it had been proved that D-S Evidence theory was suitable for quality evaluation of IT-outsourcing services field as well as it had some advantages.更多还原