Research On The Evaluation Of Service Quality Of Remote Sensing Satellite

With the development of remote sensing technology in spaceflight, the commercial operations of remote sensing technological products are becoming maturity increasingly. Comparing with numerous foreign enterprises which produce remote sensing satellite, our commercial operation of remote sensing satellites has just been started, rapid growing, and it has a very huge application potentiality. The data images of our independent remote sensing satellites in rail are mainly provided by series of CBERS satellite in China Resource Satellite Application Centre, which widely used in many areas such as agriculture, forestry, water, land and resources, urban planning, environment protection, disaster monitoring and national defense construction. However, with the deeply application of the product, it also faced to a series of problem about the promotion of products and services and extensile applications areas.And the scientific theory of service is developing vigorously, customer is not only for the product, but they are more on the service behind products. To adapt to the demand of modern service economy and the competition with foreign enterprises, our remote sensing satellite field need promoting quality of service. This dissertation will analyses the process of the remote sensing satellite service by A blueprint for technology services, looking for the key points affecting the quality of service, then through the analysis and study of key points, using critical incident method and Delphi method and combining with SERVQUAL service quality evaluation system, extracting our certain services indexes of the evaluation of service quality from the key points of our service blueprint. And SERVQUAL service quality index system is used in the field of remote sensing satellite service, forming a more perfect service evaluation index system of remote sensing satellite products. At the same time, on the basis of the original five dimensionality index, add an "information" dimensionality to form six dimensionality and 25 secondary indexes. According to empirical research of China Resources Satellite Application Center, it will prove that reliability and validity of the index system and make the comparison between SERVPERF and SERVQUAL. Finally, evaluate quality of service of our current remote sensing satellites using the SERVQUAL service indexes system, and the results show that in the service quality of China's remote sensing satellite, customers'perception on the "tangibility " are greater than users expected, while it is needed to further upgraded in the other dimensionality. And the expectations and perceptions of service quality will be drawn in the two-dimensional image by the IPA method, reaching the dimensionality that the quality of service of China's remote sensing satellite should be.