Study On Improvement Of After-sales Service Quality Of Information Security Project In Company A

In the product homogeneity and after-sales service is increasingly important background,improve after-sales service quality,to improve the core competitiveness of enterprises in the industry has important strategic significance.Information security industry,the demand for after-sales service is much larger than the traditional industry,mainly reflected in the product can not completely solve the ever-changing and diversified means of information technology security attacks that can not be static and lags behind the product protection technology to deal with dynamic and changeable attacks Therefore,it is of great soc ial value and significance to study the quality improvement of the after-sales service in the information security industry.Therefore,it is necessary to study the quality improvement of the after-sales service in the information security industry.A company in the information security industry in the rapid development,but there are many after-sales service quality problems,restricting the development of A company's information security business,so the A company's information security service quality improvement,improve A company's after-sales service quality Management level,improve the A company in the information security industry in the core competitiveness.The research of this paper is based on the example of company A,which combines the records of after-sales service of information security projects and customer feedback in the past few years to analyze the after-sales service quality problems.In order to improve the after-sales service quality of Company A,based on the SERVQUAL model,five dimensions of tangibility,reliability,responsiveness,assurance and empathy are designed,and then the evaluation indexes of after-sales service quality of information security projects are designed.And then the satisfaction degree of the evaluation index is obtained from the survey result of the user.In addition,considering the difference of the importance of each evaluation index to the evaluation target,the use of AHP,qualitative and quantitative analysis Determine the weight of the after-sales service quality evaluation index.After obtaining the two attribute values of the satisfaction and importance of the evaluation index,the four-part diagram is made,and the key factors of the after-sale service quality improvement are found out according to the evaluation indexes distributed in the different quadrants of the quartile chart.In view of these key factors,Put forward the corresponding improvement measures.After researching,the key factors to improve the after-sales service quality of A Company's information security project include the ability to solve the information security problem,information security level,work efficiency,communication and personalization suggestion,and then put forward a series of concrete improvement measures includ ing strengthening the information security Engineers training and assessment,the establishment of A company's internal knowledge base,strengthen cooperation with manufacturers,optimize user information security protection system,optimize after-sales service process,quantify the results of after-sales service and field interpretation service reports.After the implementation of these measures to improve the user's perception of service value,to some extent to solve the original existence of information security projects on the user value of the perceived value of the problem is not obvious;improve the A company's overall technical level,then enhance the company's core competitiveness;improve customer satisfaction,increase the rate of 8%.