| In today’s competitive market,companies are seeking ways to effectively compete with their rivals,and internal services are playing a vital role in achieving this goal.The fast-paced growth of the Chinese information technology industry is further driving the need to improve internal services.As companies invest heavily in IT resources and internal users rely more and more on IT in their work,the quality of IT services is becoming more and more demanding,and improving the quality of IT services is still the main channel to obtain internal user satisfaction.The aim of this paper is to explore the issue of IT service quality improvement in manufacturing company A.By sorting out the service quality research trends at home and abroad,the SERVQUAL model and questionnaire method are used to comprehensively analyse and evaluate the IT service quality in company A,and a series of improvement measures are proposed to enhance the IT service quality and user satisfaction in company A.The SERVQUAL theoretical model is a widely used SERVQUAL model is a widely used method in service quality assessment and improvement,which provides a method to effectively assess user perception and service quality.This paper evaluates the quality of IT services in manufacturing company A based on the SERVQUAL model.Through the analysis and comparison of questionnaire statistics and service quality indicators,we found that there are deficiencies in the IT service quality of manufacturing company A,mainly in these aspects: low efficiency,lack of standardisation and traditional backward tools.In response to the above-mentioned deficiencies in IT service quality,this paper proposes a series of improvement countermeasures to enhance IT service quality and user satisfaction.Specifically,these include building an IT management system and optimising workflows to improve efficiency,standardising service catalogues and SLAs to improve standardisation and building intelligent automated management tools.These improvement measures are complemented by corresponding safeguards.Firstly,the construction of IT management systems and processes should receive the attention and support of the company’s senior managers;secondly,enterprises should adjust the organisational structure of IT services;once again,enterprises should strengthen IT service quality training;finally,enterprises should combine IT service quality with daily management,establish a perfect communication and feedback mechanism,understand users’ needs and opinions in a timely manner,and,based on users’ feedback and needs,carry out cyclical improvement of IT service quality through the PDCA method to improve and upgrade the cycle of IT service quality.Through the implementation of the above measures,IT service quality and user satisfaction can be improved to achieve the company’s business objectives.This paper provides an effective theoretical and practical support for IT service quality improvement and provides an experience for other companies to refer to. |
