Research On The Quality Improvement Of Software Outsourcing Service Of H Company

Enterprises’ awareness of software outsourcing is enhanced,with the upgrading of information construction and the support of national policies.Chinese software service outsourcing industry has been developing rapidly.The release of high needs about outsourcing has brought a prosperous market to the software service providers.At the same time,the industry competition pattern is stiff.In the face of the current trend about informatization,It’s no longer enough for software outsourcing enterprises to only improve their IT technology level.Service quality has become the main challenge faced by enterprises in the market.As a local software outsourcing provider,H Company’s business had been developing slowly in the past two or three years.The customer complaints about service quality had been increasing.The customers who would renew their contracts had been losing constantly.Therefore,H Company is in a weak position in the competition.In order to make H company beat the competition,it’s urgent for the managers to improve the quality of software outsourcing service.Based on summarizing the relevant literatures about software outsourcing service quality,this paper designs a questionnaire about customer satisfaction.It conducts an investigation on the software outsourcing service quality of H Company.It uses the5 GAP model and SERVQUAL model,by combining with the business situation of H Company.According to the collected data,SPSS 24.0 software was used for analyzing.The expectation and perception gap scores were calculated.It was concluded that customers were not satisfied with the service of H Company.By analyzing the index gap of the five dimensions,the problems of H company’s software outsourcing service quality were diagnosed and the causes were analyzed.Then the corresponding service quality improvement strategies were proposed.Through this study,the problems of software outsourcing service quality in H Company are diagnosed as follows: lack of professionalism in software documentationa;deviation between expectation and reality;slow feedback speed;non-standard service process;insufficient service awareness of the employees.And according to the 5GAP model,the paper bridge the service quality gap of H company.They are putted forward as the following:strengthing the research of customer expectation;improveing the standards of service;strengthing the standardization of service delivery;improveing the efficiency of communication.At the same time it improves the strategic measures for overall customer satisfaction from the perspective of corporate culture and market.This study makes the managers have a clearer understanding of the company’s current service quality problems.It also provides scientific advices and guidances for them about improving the software outsourcing service quality.It has important practical significance.