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对电子政务运维与信息技术服务标准及IT服务质量评估进行了研究,以国际上广泛接受的SERVQUAL服务质量评估模型为基础,构建了电子政务运维的服务质量评估模型,并引入容忍带(ZOT)评估方法,以弥补现有评价方法的不足,以期为运维服务需方与供方评估服务质量、提高服务水平提供一个有力工具。
The e-government operation and maintenance and information technology service standards and the evaluation of IT service quality are studied. Based on the internationally accepted SERVQUAL service quality evaluation model, a service quality evaluation model of e-government operation and maintenance is established, ZOT) evaluation method to make up for the deficiencies of the existing evaluation methods, with a view to providing a powerful tool for the ODM service providers and suppliers to assess service quality and improve service levels.