大连理工大学专业学位硕士学位论文
摘
要
随着信息技术在各类组织中广泛深入的应用，企业经营活动越来越依赖信息技术服
务。信息技术服务水平的高低影响着企业在市场上的竞争能力。IT 服务台是 IT 服务管
理的关键性职能，是 IT部门服务运作的前台，IT服务台的用户满意度高低是 IT服务水
平的直接体现。提升用户满意度的研究可以帮助提高 IT 服务水平，帮助企业提高运营
效率，获取竞争优势。
本文以 A公司内部 IT服务台为研究对象，首先对 IT服务台的概念和用户满意度的
相关理论模型进行概述，并着重介绍了本次研究选用的 Kano模型方法。接着对 A公司
IT服务台存在的问题进行介绍，并分析问题成因。在成因分析基础上采用 Kano模型分
析方法对 IT服务台用户和 IT服务支持人员需求分别进行问卷调查，对双方需求调研结
果分类排序，识别影响满意度的关键因素。以调查结果为基础本文从三个方面提出改进
方案：对 IT服务台进行技术改进，完善服务台功能，提高便捷性；对 IT服务台工作流
程进行优化调整，提高效率；在 IT组织管理上通过制度完善激活组织绩效。最后，为保
证改进方案实施成功，从项目组织、制度激励、培训推广等方面提供保障。
调研显示，本改进方案达到了预期目标，IT服务台用户满意度得到提升，IT部的工
作效率得到极大增强。本文以提升 IT 服务台满意度为支点优化 IT 服务，在 IT 服务管
理中运用 Kano模型分析工具的研究实践，可以为同等规模组织提供借鉴和参考。
关键词：服务管理；IT服务台；用户满意度；Kano模型
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A公司IT服务台用户满意度提升研究
Research on Improvement of User Satisfaction of IT Service Desk at
A Company
Abstract
With the extensive and in-depth application of information technology in various
organizations, business operations increasingly rely on information technology services. The
level of information technology services affects the competitiveness of enterprises in the market.
The IT service desk is a key function of IT service management, and is the front desk of the IT
department's service operations. The level of user satisfaction of the IT service desk is a direct
manifestation of the level of IT services. To improve user satisfaction is to improve the level of
IT services.
This thesis takes the internal IT service desk of Company A as the research object. First,
it summarizes the concept of IT service desk and the related theoretical models of user
satisfaction, and focuses on the Kano model method used in this research. Then introduce the
problems existing in the IT service desk of A company, and analyze the causes of the problems.
On the basis of cause analysis, the Kano model analysis method is used to conduct questionnaire
surveys on the needs of IT service desk users and IT service support staff respectively, sort by
category the needs of both parties, and identify key factors affecting satisfaction. Based on the
survey results, this thesis propose improvement plans from three aspects: technical
improvement of the IT service desk, perfect service desk functions and increase convenience;
optimization and adjustment of the IT service desk workflow to improve efficiency; through
system improvement in IT organization and management Activate organizational performance.
Finally, in order to ensure the successful implementation of the improvement plan, guarantees
are provided in terms of project organization, system incentives, training and promotion.
Research shows that this improvement plan has achieved the expected goals, IT service
desk user satisfaction has been improved, and the work efficiency of the IT department has
been greatly enhanced. This thesis takes the improvement of IT service desk satisfaction as the
fulcrum to optimize IT services, and the research practice of using Kano model analysis tools
in IT service management can provide reference and reference for organizations of the same
size.
Key Words：Service Management; IT service Desk; User Satisfaction; Kano Model
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大连理工大学专业学位硕士学位论文
目录
摘 要.............................................................................................................................I
Abstract ............................................................................................................................. II
1 绪论.............................................................................................................................. 1
1.1 研究背景与意义............................................................................................... 1
1.1.1 研究背景................................................................................................ 1
1.1.2 研究意义................................................................................................ 2
1.2 研究方法与主要内容....................................................................................... 3
1.2.1 研究方法................................................................................................ 3
1.2.2 主要内容................................................................................................ 3
2 相关管理理论方法概述.............................................................................................. 5
2.1 IT服务台概述.................................................................................................. 5
2.1.1 IT服务管理定义................................................................................... 5
2.1.2 IT服务台的概念................................................................................... 5
2.2 用户满意度的概念及相关模型....................................................................... 7
2.2.1 用户满意度的概念................................................................................ 7
2.2.2 满意度影响因素模型介绍.................................................................... 8
2.2.3 研究分析模型选择.............................................................................. 11
2.3 Kano模型分析方法介绍及概述 ................................................................... 12
2.3.1 Kano模型分析方法介绍 .................................................................... 12
2.3.2 Kano模型国内外研究概述 ................................................................ 15
3 IT服务台问题分析及需求调研............................................................................... 17
3.1 A公司 IT服务台简介 ................................................................................... 17
3.1.1 A公司概况.......................................................................................... 17
3.1.2 IT服务台管理概况............................................................................. 18
3.2 IT服务台现存问题........................................................................................ 21
3.3 IT服务台问题成因分析................................................................................ 23
3.4 基于 Kano的需求调研及分析 ...................................................................... 24
3.4.1 Kano调研设计 .................................................................................... 24
3.4.2 IT支持侧需求调研和分析................................................................. 26
3.4.3 用户侧需求调研和分析...................................................................... 33
3.5 IT服务台改进需求总结................................................................................ 43
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