Research On Customer Service Quality Evaluation System Of Cloud Customer Service System

With the rapid development of cloud computing technology,cloud services,such as IaaS,PaaS and SaaS,have been popularized and applied.In recent years,Cloud customer service system has been developing rapidly,involving financial services,real estate sales,e-commerce,education and other industries.As a kind of SaaS cloud service,the cloud customer service system does not need enterprises to set up hardware devices and only needs a software client to enjoy a series of cloud services including cloud storage and cloud computing.Therefore,cloud customer service system can effectively reduce the operating costs of enterprises and improve customer service quality and service efficiency.In this study,qualitative analysis and quantitative analysis are used to study the customer service quality evaluation system of cloud customer service system.In the part of qualitative research,we summarize the theory of service quality and the system of cloud customer service based on the literature,which lays a solid theoretical foundation for the research of this paper.And we use the five dimensions,including tangible,reliability,responsiveness,assurance and empathy,to build the corresponding evaluation system model and research hypothesis.In the quantitative research section,we use empirical research methods to verify the model and research hypothesis.The data are collected through the questionnaire,and the data are processed with the help of SPSS statistical analysis software.Based on the validation of the model and research assumptions,the paper proposes a complete customer service quality evaluation system of cloud customer service system.Combined with the current situation of cloud customer service system,it puts forward improvement suggestions of cloud customer service system.