Empirical Study Of Service Quality Of Software Technical Support

In day by day fierce software market competition, the service quality of software technical support is taken seriously more and more by people, and one of the key factors determining success of the software vendors depends on allocating the resources effectively to improve high service quality of software technical support. As is known to all, evaluation of service quality is the foundation to understand the status of the service, make service strategy and improve the service quality. Being Applied most comprehensively scale is Service Quality Scale in the province of the customer aesthesia and evaluation of service quality. SERVQUAL Scale is professional in evaluating the service quality of software technical supports, but little research has been conducted in applying SERVQUAL Scale to evaluating software quality by software companies and establishments at home and abroad. This subject mainly researches the applicability of SERVQUAL, scale of five dimensions, and modifies it as necessary to build the evaluation scale of service quality of software technical support.First of all, the subject defines the concept and connotation of the service of software technical support and analyzes its properties, and then determines the constituents and scopes of the service quality of software technical support with the comprehensive analysis of the actual project related. Secondly, based on the general thinking of the evaluation of service quality of software technical support and the results of the investigation of the statistical data by actual project, the research initially constructs an evaluation scale, STS-SERVQUAL, which can be used for service of software technical support. Thirdly, the paper deals with the statistical data of related investigation in different aspects, such as the reliability, validity, item analysis, and so on. Moreover, the research gets a final fixed model, STS-SERVQUAL Scale of six dimensions, and modifies the original SERVQUAL Scale from gap-amendment to sensing, and according to which, amendments the construction of dimensions and the index of items related by means of Exploratory Factor Analysis (EFA). Finally, this subject makes an empirical analysis of actual project related by the fixed scale, to prove its existence and practicality in theory and practice. This paper provides a specific operate guidebook for evaluation of service quality of software technical support, and plays an instructive role of the implementation of specific projects.