| With economic globalization and the rapid development of information technology, social division of information technology workforce is becoming increasingly clear. IT services in the enterprise’s growing importance. As the lucrative field of market prospects and makes all kinds of IT services into domestic and foreign IT companies. Research shows that customer service quality evaluation has become the focus of attention of the IT outsourcing service providers. IT outsourcing service providers today face major problems:First, the quality of service, can not meet customer business needs or possible lack of knowledge of potential risks, reduced customer acceptance of the business and new demand; second, service effectiveness. Whether it is service provider or customer service results are difficult to use appropriate standards. IT services while the project itself has a wide range of business complexity of the high failure rate, etc., which affect the level of IT service provider business assessment and improvement. ITIL or other commonly used standard for IT service management, but the quality of IT services is no uniform method of evaluation. Therefore, build a reasonable IT outsourcing service quality evaluation system, the service provider point of view of IT service management and focus on customer satisfaction point of view of the combination of IT service quality assessment is essential.This study mainly based on management theory, customer perception theory as the main basis of comprehensive IT outsourcing services, operation and maintenance of users and IT industry experts, to mature SERVQUAL model of service evaluation and characteristics of IT outsourcing services and IT operations and maintenance characteristics as the core service, quality of IT services to build comprehensive evaluation index system. Through the use of questionnaires, the sample data analysis, factor analysis, reliability and validity testing and other statistical methods to amend the original index system, and ultimately determine the quality of service for IT outsourcing evaluation system, and IT operations and maintenance for ERP service quality evaluation system.IT outsourcing services for the quality evaluation system include reliability, forward-looking, responsiveness, empathy and tangibility of the five dimensions of eighteen indicators of evaluation system. Then apply the entropy method to objectively determine the index weights, using D-S evidence theory and the various indicators from the weight of the basic support in the evaluation of information extracted, layer by layer calculate the basic indicators of the probability distribution of each layer function, an objective of the current level of IT outsourcing services comprehensive evaluation of the situation. Combined with the field of IT service quality evaluation is more commonly used method of fuzzy comprehensive evaluation of research findings, further discussion of D-S evidence theory in the field of IT outsourcing services to evaluate the applicability of the problem.The IT service quality evaluation system for ERP operation and maintenance include timeliness, reliability, responsiveness, empathy and trust of the five dimensions of 27 indicators.The results show that the domestic IT outsourcing service quality levels in the better performance (slightly higher than normal level).In Forward-looking aspect, "e23:the level of advanced information technology to meet the needs of business with rapid development " get the worst customer comment s; In Tangibility aspect,"e52:IT services, professional staff looks are decent conversation manners" to obtain the customer’s evaluation of the worst; In Empathy aspect, in terms of "e41:take the initiative to ask your service needs and understanding" to obtain the customer’ s evaluation of the worst; In Reliability, "e15:IT services generated in the process of documentation and data to properly secure the preservation of "get the customer’s evaluation of the worst. For the evaluation results, this paper presents a number of measures to improve the level of service quality.The innovation in the paper is reflected in the following areas:evaluation of the quality of IT services segment of quality evaluation of IT outsourcing services and quality evaluation of internal IT service for operation and maintenance, research framework for empirical analysis, were used to construct the two IT service quality evaluation system; attempt to introduce mature SERVQUAL model, a focus on customer perception, to IT service quality evaluation system; the entropy and DS evidence reasoning method combined for IT service quality evaluation process of comprehensive evaluation of the information. The advantage is, based on an objective survey data, eliminating the subjective preferences of the researcher’s intervention; while the information obtained in the course of a comprehensive of the basic support function of each layer indicators, the status of each layer of indicators gets a comprehensive understanding, DS evidence reasoning method to lower the questionnaire data, and allow the latter part of the survey data as supplementary evidence, re-integration of the calculation, reducing research costs.In this paper, two IT service quality evaluation systems provide management analysis tools for the IT services industry managers. This approach of the study, the combination of methods "entropy+DS evidence reasoning" is not been reported. This method is available to other researchers to use. |
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