摘要
在SERVQUAL模型以及软件工程产品质量模型的基础上,结合IT服务质量的内涵和范畴,提出了IT服务质量评价模型(ITSQEM);并对该模型特性及子特性进行分析,提出了模型裁剪原则以及相应指标项的度量方法,使得质量评价更具有实用性和可操作性。
The paper regards SERVQUAL model and software engineering product quality model as the foundation,by combining IT service quality implications and scopes,puts forward the IT Service Quality Evaluation Model（ITSQEM）,analyzes its characteristics and sub-characteristics and finally proposes its model tailor principle and corresponding indicator measurement approaches to help the quality evaluation become more applicable and practical.
出处
《计算机应用与软件》
CSCD
2011年第1期157-160,180,共5页
Computer Applications and Software
关键词
IT服务
质量评价模型
指标项
IT service Quality evaluation model Indicator
