The Study On Internal Service Quality Of Enterpriser's IT Department Based On Evidential Reasoning Method

It is very important for managers to continuously improve the service quality according to the results of the IT department's internal service quality evaluation. However, the evaluation of IT department's internal service involves multitudinous complex and uncertain factors, and the greatest difficulty lies in the establishment of an appropriate evaluation index system and the quantification of the evaluation.In this paper, a synthetic evaluation approach of IT department's internal service quality is proposed using the Evidential Reasoning method, then an internal service quality evaluation scale of IT department is constructed based on the literature review and interviews, and an index system is established through investigation and analysis from the perspective of IT users, after that an empirical analysis is conducted.The basic support of the secondary index and initial weights of each index are extract from the actual data of survey, this fully reflect the wishes of users and it's vety objective,also is not easily affected by other factors. The empirical results show that the IT department's overall service quality level is low and needs to be further improved.The priority of improvement is communication, cooperation and empathy, also the empirical analysis shows that the Evidential Reasoning method is efficient and practical for the IT department's internal service quality evaluation.