基于SERVQUAL的信息技术服务质量评价模型研究

The Study of Quality Evaluation Model for Information Technology Service based on SERVQUAL

基于SERVQUAL模型,提出了面向信息技术服务的质量评价模型,以及模型中各特性的度量方法,并将该模型及度量方法应用于四川省烟草公司信息中心信息技术服务评估工作中。文章提出的信息技术服务质量评价模型可为信息技术服务提供方和信息技术服务需求方以及第三方信息技术质量评测机构提供参考。

Based on SERVQUAL, the paper provides an quality evaluation model for the information technology service and a measurement methord. The model and methord were applied in the evaluation on the Information Center of Sichuan Tobacco Corporation. The evaluation model and measurement method presented in this paper can provide reference for the information technology service provider,the demander,and the third party to evaluate the information technology service quality.