Study On The Diagnostics And Evaluation Of Quality Of Services In SCHK Information Center

IT technology has become a critical factor of the development of enterprises. Due to the frequent use of IT technology, business managers are paying more and more attention to the quality of IT services. How to improve the quality of IT service has become a crucial problem for the managers to solve, which concerns the lasting development of one company. However, the evaluation of IT service quality is a systematic work which involves involved factors. The difficulty of the evaluation lies in how to build a comprehensive evaluation index system and find a method of calculation. In this thesis, I proposed a way of evaluation which based on SERVQUAL and User perceived service quality evaluation theory, In this evaluation, IT services are divided into six dimensions and26specific indicators items. The survey of the quality of IT services shows SCHK Information Center is weak in prediction and responsiveness. In the last part of this thesis, I come up with the ways of improving IT service quality, based on the diagnostic results, which helps the managers to improve the quality of IT services.