Analysis Of Network Security Service Quality Elements And Improvement Strategies For MRD Company Based On Fuzzy Kano Model

The network security service industry in Henan Province is rapidly developing,and Henan Province is also vigorously promoting the development of the network security industry in terms of policies.With the wider use of the Internet in various industries,there is an increasing demand for network security services in various sectors of society.The network security service industry is closely integrated with user needs,improving comprehensive service quality can better meet customer network security needs,improve customer satisfaction with services,and also increase the core competitiveness of enterprises.Studying how to improve the service quality of network security services is of great value to various industries in society,and is also of great significance for social stability and development.MRD Company has been deeply involved in the network security service industry in Henan Province for more than ten years.With strong support from the network security industry policies in Henan Province,it is rapidly developing and growing.However,MRD Company has exposed many problems in customer service,which will affect the development of MRD Company’s business.Therefore,MRD Company was chosen as the research object to study how to improve the quality of customer service,which will help MRD Company identify problems that need improvement in a timely manner and solve them in a timely manner,Enhance the company’s core competitiveness in the network security industry in Henan Province.This article selects MRD Company as the research object of this thesis,and combines the current policies on network security in Henan Province and the current situation of the network security service industry to discuss how to improve the quality of customer service for MRD Company’s network security.This study combines the SERVQUAL model to preliminarily select quality elements,and selects 20 evaluation indicators through literature review and interview methods;Then,a fuzzy Kano questionnaire was designed based on the selected evaluation indicators and distributed to customers of MRD company to obtain their perception and evaluation of MRD company’s services;Classify quality element attributes through fuzzy Kano model.The customer data obtained includes the satisfaction and importance of evaluation indicators.Through the operation of fuzzy Kano and IPA analysis,the factors affecting service quality are identified,and the priority order for improving quality elements is determined.Based on the priority order,corresponding suggestions and countermeasures are proposed for reference and adoption by MRD company.This study analyzes the current situation of service quality in cybersecurity companies from a customer perspective and proposes suggestions and countermeasures to improve customer satisfaction and better promote company development.It has practical and theoretical significance for improving the quality of cybersecurity services.