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International Conference on Instrumentation, Measurement, Circuits and Systems (ICIMCS 2011)

By
Chen Ming
Chen Ming
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ISBN:
9780791859902
No. of Pages:
1400
Publisher:
ASME Press
Publication date:
2011

IT services market is developing very fast, which IT outsourcing services accounted for a larger proportion. But now in the industry, there is not much systematic research summary the evaluation of the quality of IT service. In order to study the domestic IT outsourcing service quality evaluation, starting from the mature SERVGUAL model, according to the characteristics of IT outsourcing services industry, after consulting experts, prepared a Likert 5 scale questionnaire with 20 indicators. After factor analysis, obtained a evaluation system with five dimensions and 18 indicators; and the use of entropy produced weight; with the DS evidence reasoning method to calculate the basic support and basic probability assignment(BPA) for each index from the level three to the level one. And from this survey, present comprehensive evaluation findings about the domestic IT outsourcing service quality. DS evidence reasoning used to arrive at all levels of the basic support distribution of indicators, and enhance the evaluation of IT outsourcing services, awareness of the problem, but also for risk analysis of evaluation findings.

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