| With the rapid development of information technology, the global process of information is accelerating. How to promote and improve the quality and level of management in business or organization by using the latest scientific and technological developments is the major trend and challenge in various economic sectors in the society. The information technology services company is the business or organization which provides customers with information technology consulting, system function development, daily operation and maintenance, data management, technical training, and other information value-added services. So how to provide customers with comprehensive and high-quality IT supports services is a major challenge for IT services companies in their future development. Nowadays, quality management has become the research focus and important topic in the domain, including how to improve and promote the IT service quality, customer satisfaction with IT services and customer loyalty to the companies.In order to study and analyze the link between the service quality, customer satisfaction and customer loyalty deeply, and enhance the long-term stability and sustainable development of China’s information technology service business, based on the related data and information collection and collation, this thesis carries out the research as ABC information technology service company for example.In the process of study, this thesis uses a combination of theory and practical method, carries out the market research and studies ABC information technology services company deeply, and the data for the research and study results are detailed and in-depth analysis.Overall, this study mainly includes the following aspects:Firstly, the author introduces the background and development of the industry status quo, combs the relationship between the service quality in IT service companies, customer satisfaction and customer loyalty. Then presents the main research contents, proposes the means and measures to improve and enhance the quality of service of information technology service companies.Secondly, the basic theory of service quality in IT service companies, customer satisfaction and customer loyalty is introduced in this thesis, including the basic definition, content and features, and the relationship between them. And at the same time, this thesis, based on the development features and status in IT service domain studies and researches the basic definition of IT service. And then, the consumer psychology, perception of service quality, customer satisfaction and the building of customer loyalty to the company are also introduced in detail. And at last, the author builds a customer relationship management model, which is "quality-satisfaction-loyalty".Thirdly, based on the work above, the author introduces the design of customer survey, equation model, propositional assumptions and variable settings, and sample selection and sample sampling method in the research. And then, based on the data analysis model, the author designs a data analysis function which could make an inspection and devaluation to the data operation process.On the base of the research work above and the status of ABC IT service company, the author proposes the suggestions and methods to improve the service quality of China’s IT service companies, and makes a very detailed description and analysis to every point of these.There is a very important difference between information technology service and traditional service, because the content contained in the IT service is very special and very different from the content included in the traditional service industries.Based on the deeply research of features in the IT service quality management, the author points out that the quality of IT service has a very significant positive relationship to the customer loyalty.The quality of IT service has a very significant effect to the customer satisfaction, and the customer satisfaction has a very significant effect to the customer loyalty. So in order to improve the customer loyalty to the IT service company, it must make some study work from the point of reliability, assurance and responsibilities in the IT service.In order to make a reasonable objective in the service quality management in the company, it should be started from the following two aspects mainly:firstly, the companies should analyze and study the defects in the present service quality management system, capture the exceptions of customers, and explore some methods and ways to eliminate defects in the service quality management system to improve the level and quality of company’s IT service. Secondly, in the process of improving suggestion designing and making, the companies should develop a priority order, and improve the most important aspects firstly.The innovations in the research process mainly include the following aspects:Firstly, the author analyzes and summarizes the current development status of the information technology services industry in China, and exams the characteristics of customer demand and trends in detail. Then the author proposes a new set of quality management system which could be very useful for the service quality improvement in China’s IT service companies.Secondly, combined with the characteristics of the development of information technology services industry and trends of IT service quality dimensions, a new interpretation of IT service quality is proposed in this thesis, including service tangibles, reliability, convenience, service prices, assurance, and service responsibilities. Then the author tests and verifies the dimensional model proposed above by establishing a relevant structural equation model.Finally, the author identifies the relevant factors which have an apparent impact on the quality of IT service from the perspective of the overall study. And at the mean time, the study and research process in this thesis refers to the relevant research norms in the international academic research currently.Through the research and investigation on the IT services business service quality and customer loyalty, the author designs and develops recommendations on service quality and customer loyalty relationship questionnaire. Then, based on the analysis and verification on the relationship existing between IT industry service quality and customer loyalty, some improvement suggestions and recommendations are proposed.The conclusions of this study and the results are based on extensive literature review, rigorous investigation and analysis, so it has a certain reference value and significance in the service quality management and study in China’s IT service industry.Shortcomings and improvements of this thesis include the following aspects:Firstly, Survey sample coverage is not wide enough. In the process of study, the content of customer satisfaction is very wide-ranging, but the study of investigation is mainly internally at ABC Company. So, the findings are still unrepresentative at some extent. Secondly, the conclusion of this thesis still lacks practice tests. Because of time constraints, the recommendations and measures in this thesis is theoretical bias at some context.So, in order to solve the above problems, the author should expand the scope of the study, and strengthen practice tests in the future. |
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