摘要
"软件就是服务",软件业的竞争更多地表现在服务质量的竞争。服务质量(SERVQUAL)主要是从顾客的角度进行衡量的,服务质量量表是顾客感知服务质量评价领域应用得最广泛的量表,也是服务质量评价的重要标准,但这个量表在具体应用中仍存在一定的局限。本文基于Sun的VIA项目对SERVQUAL量表进行实证检验,最后提出修正方案。
＂Software Is Just Service＂ has become a consensus of many software vendors.The competition in software industry is not only on products,but also on services.Service quality is basically evaluated from a customer oriented view,as we called ＂Customer Perceived Service Quality Evaluation＂.SERVQUAL,the basic module in this area,has been widely used which has gradually become an important standard of service quality evaluation.So it is necessary to understand whether SERVQUAL can be used in software context,or even this module could be improved.Based on the VIA program of SUN China corporation,we used SERVQAUL in studying of software technical service quality evaluation and set up the S-SERVQUAL scale for software vendor.With statistic analysis and simulations,we tested the evaluation of software technical service quality basing on SERVQUAL,finally made a conclusion and suggestions on SERVQUAL module amendment.
出处
《中国软科学》
CSSCI
北大核心
2009年第3期115-125,共11页
China Soft Science
