Research Of IT Operation Service Quality Improvement Based On SERVQUAL In BGI Group

It's an inevitable problem for those IT department managers in contemporary enterprises that a high-level service quality to achieve core values can hardly be guaranteed continuously.Because the people who take charge of the department should ensure that the service delivery capacity is strong enough to support the rapid development of the business,and the staff would satisfy with the service experiences at the same time.IT operation work is an essential part of the IT services.As long as the business scale keeps growing,the necessity to improve the service management in a standardized and systematic way gradually comes out.So many company managers implemented ITIL practice to improve service capacity.In fact,the department in this article also applies ITIL to define the main service processes.However,the recent operation feedback data seems to be not as good as expected.According to the problem above,the author intends to use SERVQUAL model and QFD method to analyze the reason and find out a solution.There is a difference between traditional service and IT service.The latter one requires an extra ability to meet the strategic development needs from the whole company,on the basis of satisfying their customers.With this principle,the article builds the SERVQUAL model into three dimensions,including questionnaire,operation data,and spot checks.When analyze the score gaps,a method of perceived performance calculation is used to get the result of factor ratings.The evaluation results are compared to the anticipated level of the department managers,in order to get a more practical conclusion.The final data from SERVQUAL analysis reflects that the total service quality of this IT department is close to the baseline by expected,but there is still space to be better.The original application for QFD method is for improving traditional service quality,but it also applies to the promotion of user needs into quality of IT service elements.The user needs in QFD matrix come from the non-compliance factors by SERVQUAL analysis,then some questionnaires are made to collect the weights of each need.After the discussion of the QFD expert technical team,the elements to promote service quality are classified as technical factors,process factors and administrative factors.Finally,after the calculation of the QFD matrix,the most important user needs and the relevant resolutions are found.The next work is to take actions to verify the results from this article,but it would be a further study.