The Study On IT Outsourcing Services Quality Evalution System Based On Servqual Method

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.