随着中国数字化，信息化时代的来临，信息量已呈爆炸式增长，数据中心已经 发展成为一个具有战略重要性的 IT 服务产业，也将会变成下一代数据信息产业的 重要组成部分。在数据中心的日常管理中，保持 IT 服务的竞争力变得越来越重要。 顾客满意度作为衡量服务产业质量的核心标准之一，可以反映出当前服务中存在 的一些问题。本文研究的主题是，利用相关理论，针对 TS 互联网数据中心 IDC 业 务现有服务的不足，施行有效可靠的满意度提升策略。 本文首先采用文献研究法，研究了国内外经典的顾客满意度测评模型，最终参 考电信服务欧亿·体育（中国）有限公司 TCSI 满意度指标体系，结合 TS 互联网数据中心现在的业务特点 和工作流程设计了问卷。其次对公司所有客户进行了问卷调查，经过对回收的数据 进行科学的分析，发现客户对目前公司提供的服务效率，变更支持，网络安全等方 面满意度评分较低。最后在此基础上，本文运用 ITIL 工作流程管理理论，结合 TS 数据中心现有工作流程，分别从以上三个方面提出了相对的服务质量改进策略，制 定出符合 TS 互联网数据中心的服务满意度提升策略，对提升 TS 数据中心 IT 服务 竞争力有重要的意义。 关键词： 数据中心；顾客满意度 ；流程优化；改进策略与建议II Abstract With the advent of Chinese digital and information age, the amount of information has been explosive growth. Data center has become a strategic IT service industry and an important part of the new generation of information industry. In the daily management of data center, it becomes more and more important to maintain the competitiveness of its IT services. As one of the core standards to measure the quality of service industry, customersatisfactioncan reflect someproblems existingin thecurrent service.Thetheme of this paper is to implement an effective and reliable satisfaction promotion strategy for the shortage of existing services of IDC service in TS Internet data center by using relevant theories. This paper first adopted the method of literature research, studied the classic customer satisfaction evaluation model home and abroad by studying the theoretical system of customer satisfaction. Combined with the current business characteristics and management status of TS Internet data center, design the questionnaire byusing the TCSI satisfaction index system. then made the investigation to company's customers, Through the scientific analysis of the collected data, it is found that the customer is not satisfied with theserviceefficiency,changesupport andnetworksecurityprovidedbythecompany. On this basis of all, through the use of ITILworkflow management knowledge, combined with the existing work flow of TS data center, This paper puts forward the service quality improvement strategy from the above three aspects, then formulates the satisfaction promotion strategy in line with TS data center. In this paper, through the complete satisfaction promotion strategy research, and combined with the actual work content to improve the workflow, it is of great significance to enhance the service competitiveness of TS data center. Keywords: data center; customer satisfaction; Process optimization; improvement strategies and suggestionsIII 目录 第一章 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 研究内容 ...........................................................................................................................................3 1.3 研究思路 ...........................................................................................................................................3 1.4 研究方法 ...........................................................................................................................................5 第二章 相关概念与理论...............................................................................5 2.1 顾客满意度相关理论 .....................................................................................................................5 2.1.1 顾客满意度经典模型.........................................................................................................6 2.1.2 国内外研究现状.................................................................................................................9 2.2 ITIL 工作流程相关理论............................................................................................................... 15 第三章 TS 互联网数据中心业务现状.......................................................18 3.1 TS 互联网数据中心 IDC 业务介绍.......................................................................................... 18 3.1.1 TS 互联网数据中心简介................................................................................................ 18 3.1.2 IDC 业务定义 .................................................................................................................... 18 3.1.3 IDC 业务优势 .................................................................................................................... 19 3.2 TS 互联网数据中心 IDC 业务现状分析................................................................................. 20 3.2.1 各类客户对 IDC 业务需求分析 .................................................................................. 20 3.2.2 IDC 业务销售收入分析 .................................................................................................. 21 第四章 结合 IDC 业务设计并进行满意度调查.......................................23 4.1 TS 互联网数据中心 IDC 业务满意度模型............................................................................ 23 4.1.1 电信业务满意度模型 TCSI........................................................................................... 23 4.1.2 满意度指数结构变量说明............................................................................................ 25 4.1.3 问卷评分体系................................................................................................................... 27 4.2 用户满意度可量化问题设计 .................................................................................................... 28IV 4.2.1 满意度可量化变量的选取............................................................................................ 28 4.2.2 满意度可量化变量的体系表....................................................................................... 29 4.3 调查对象及调查方式 ................................................................................................................. 30 4.4 问卷回收 ........................................................................................................................................ 30 第五章 TS 业务满意度数据及存在的问题分析......................................31 5.1 TS 互联网数据中心客户满意度问卷数据分析 ................................................................... 31 5.1.1 调查问卷信度检验 ......................................................................................................... 31 5.1.2 调查问卷效度检验 ......................................................................................................... 33 5.1.3 满意度平均值数据统计 ................................................................................................ 34 5.1.4 满意度加权数据计算..................................................................................................... 36 5.2 TS 互联网数据中心客户服务中存在的问题........................................................................ 37 5.2.1 服务效率问题................................................................................................................... 38 5.2.2 IT 变更支持问题............................................................................................................... 39 5