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论文编号：	865
作者编号：	2120062383
上传时间：	2008/12/10 18:27:03
中文题目：	IT企业宽带接入服务质量及其差距
英文题目：	Research on Broardband Access
指导老师：	张金成
中文关键字：	宽带接入服务;服务质量差距;差距
英文关键字：	Broadband access services;Serv
中文摘要：	随着宽带接入服务被越来越多的应用于各种领域，更多的IT企业进入宽带接入服务业发展。这些IT企业非常清楚服务质量是企业生存的命脉，急迫的需要有以IT企业宽带接入服务为研究对象的服务质量及差距控制的研究成果借鉴。本文研究的要点和目的是透彻分析宽带接入服务业发展趋势、IT企业宽带接入服务及服务质量特性的基础上，以一般服务质量及差距控制的相关理论为依据，结合现有宽带接入服务质量研究的成果，总结提炼IT企业宽带接入服务质量差距控制系统，为提供宽带接入服务的IT企业提供服务质量及差距控制的理论借鉴。 服务质量差距控制是IT企业宽带接入服务管理核心，是决定企业经济效益、竞争力和顾客满意度的重要因素。本研究分析了宽带接入服务业在中国大陆发展的现状与前景，在此基础上，从服务及服务质量管理的特点入手，分析了IT企业宽带接入服务质量差距，有针对性的提出IT企业宽带接入服务质量差距控制系统。就IT企业宽带接入服务质量差距控制系统而论，本文分析系统缩小提供宽带接入服务的IT企业的服务质量差距控制机制及关键控制要素。本文还以TH公司作为研究案例，重点分析了该公司宽带接入服务质量差距的表征与根源，并在该企业运用本文提出的IT企业宽带接入服务质量差距控制系统，验证了系统的有效性。 根据以上理论与案例分析的结果，本研究提出，国内IT企业宽带接入服务要在当今竞争激烈的电信运营市场中生存和发展，必须建立系统的服务质量及差距控制体系的结论。提供宽带接入服务的IT企业要在电信运营市场上寻求更大的突破与发展，必须依据企业自身情况建立和健全服务质量及差距控制系统，从根本上推动服务创新，提高服务质量。 关键词：宽带接入服务;服务质量差距;差距根源;差距控制
英文摘要：	With the broadband access service using in areas more and more, many IT enterprises come into broadband access service. They know clearly that the service quality is the most important, so they need urgently the research about service quality and gap control of broadband access service. Based on fully analysing to the trend of the broadband access service industry、the broadband access service of IT enterprises and the service quality, according to the research of the broadband access service quality in existence, combined with the research of the broadband access service in existence, the author sum up the broadband access service quality gap control system in IT industry. The author hope this article may help the readers more theories’ support on service quality and gap control for broadband access services’ IT industry, and it is the reason why the author select this subject. Service quality gap control is the core of the broadband access service management in IT industry, and it is the important factor to decide the profits, competitive ability and client satisfactory of enterprises. Based on the status and future analysis of the broadband access service and the character of service and service quality management in China mainland, the author analyse service quality gap and bring out relative IT enterprise broadband access service quality gap control system. IT companies on broadband access service quality gap control system terms, the paper analysis system to reduce provision of broadband access services to enterprise IT service quality gap between the control mechanisms and the key elements of control. The author use TH Company as a research case, and analyse the phenomena and root of broadband access service quality gap. The author use the IT enterprise’ broadband access service quality gap control system mentioned above to test its validity. According to the theories and the case mentioned and analysed above, the author think if domestic IT enterprise’ broadband access service want to survive and develop in telecom market where are full of competitions, they must built systemic service quality and gap control system. If they want to innovate more, they must built the service quality and gap control system fitting themselves in order to promote the service . Key words：Broadband access services;Service quality gap;The root of the gap;Gap control
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