Research On Data Service Quality Management Of M Data Service Vendors

Digital transformation is an important frontier and practical problem in the field of information.Accelerating the pace of digital transformation can facilitate all aspects of life,study and work.Previous researches mainly focused on industries that need digital transformation,such as financial industry and communication industry,while relatively few research was conducted on data services provided by data service enterprises assisting digital transformation.Improving data service quality of data service enterprises is conducive to promoting digital transformation of specific industries.This thesis takes M data service manufacturers as the research object,combining SERVQUAL model of service quality,six Sigma management and stakeholder theory,reviewing domestic and foreign data service related literature.Through questionnaire survey,interview and other methods,we thoroughly understand the current situation of M data service manufacturers’data service quality.Then the thesis analyzes its problems and proposes the improvement strategies.After the above analysis,this thesis draws the following conclusions.(1)Combined with SERVQUAL model of service quality,problems existing in M data service manufacturer’s data service quality are analyzed.The problems include imperfect system,lack of technical and business ability of data service personnel,poor management ability of management personnel and poor customer service consciousness of employees.(2)In order to solve these problems,this thesis,based on the five dimensions of SERVQUAL model of service quality,provides concrete and feasible suggestions from the perspective of Stakeholders in each stage of Six Sigma Management respectively.The improvement strategies are summarized in five aspects,including tangibility,reliability,responsiveness,assurance and empathy.(3)Combined with the above strategies,the specific measures proposed include improving the management system by improving the performance appraisal system,improving the management ability and customer service awareness of managers by means of training,and improving the technical and business ability of data service personnel by strictly implementing the mentorship system.