The Research On Enterprise IT Service Quality Evaluation Model And It’s Application

With the development of IT, there are a trend of IT shifted from software and hardware orientated towards service-orientated. IT is gradually seen by enterprises as a service to support the business activities of enterprises, which named enterprise IT services (EITS). These IT services to help enterprises stably and efficiently carry out the day-to-day business, quickly and flexibly cope with rapid changes in the market and improve the competitiveness of enterprises. Now, EITS has played an important role in the enterprise. So Enterprise IT service quality becomes more and more important. Basically, as the large number of services, service components and resources involved, leads to an increased complexity of tasks in IT service quality management, so there is requirement of additional evaluation tool to support IT management. With this goal, this research will develop an IT service quality evaluation framework based on the reality of China’s Enterprise IT Management. In this research, we will:1) analyze the key issues in the enterprise IT service quality by case studies and empirical research;2) construct IT service models boty on the perspective of IT provider and IT user;3) design evaluation index system based the evaluation models and explore the appropriate evaluation method;4) develop the evaluation method application system and operation guidance, and apply it in the Chinese enterprise practice to optimize and validate the model. This research will expand application areas of IT service management, promote this field research in China, and help to develop Chinese enterprise IT service management capabilities. The contribution of this paper as following:.First, the research explored enterprise IT service quality from the perspective of service providers, constructed enterprise IT service quality measure model based on the service life-cycle theory. The research defined IT service life cycle and then analyzed the influencing factors on the different life cycle stages of IT service quality; Addressed a multi-dimensional multi-layer model of IT service quality; Formed the measure scale through literature analysis and depth interviews; Tested the scale reliability and validity by using factor analysis (exploratory factor analysis and confinnatory factor analysis); Finally, the overall dispersion model inspection and correction. The results show that enterprise IT service quality include four dimensions which are the quality of service planning, service design, service operations and services improvement, and each dimension influenced by the different sub-dimensions. This model provided theoretical support for IT service providers to manage and improve the quality of service.Second, the research explored enterprise IT service quality from the perspective of service users, constructed enterprise IT service quality model based on the service interaction theory. Enterprise IT service not only involves the interactions between service users and IT department, but also involves the interactions between service user and IT system. The research defined the concepts of human delivered service and system delivered service quality, and make the hypothesis that IT service quality is influenced by them. Construct the model and design measure scale; finally, tested the scale reliability and validity by using factor analysis and refined it. This model provided theoretical support for IT service providers to measure user satisfaction and improve the quality of service.At least, on the basis of those theorical model, the research designed a enterprise IT service evaluation system which include evaluation indexes, index weights, evaluation method, evaluation information system and service quality management method. And then apply the evaluation system in Chinese enterprise practice to optimize and validate the system, the result show that the system can help enterprise to manage and improve they IT service quality efficiently.