本科毕业论文--ERP顾客服务质量和系统满意度的关系研究.docVIP

本科毕业论文 题目 ERP顾问服务质量和系统满意度的关系研究 学 院: 管理学院 专 业: 信息管理与信息系统 学 号: 学生姓名: 指导教师: 日 期: 二○一一年六月  摘　　要 关键词：　ERP咨询服务；　服务质量；　系统满意度 Abstract With the arrival of the information age, Enterprise management rely more and more on information system, To enterprise resource planning (ERP) as a representative of the new management thoughts first in manufacturing rise, And rapidly expanded to the professions. ERP now as enterprise management information platform, and Support the whole the operations of the company But as the ERP project customer satisfaction low status, How to improve customer system satisfaction, ERP consultant service capacity and system satisfaction relationship, Become the current research field a very important subject. This paper reviewed lots of advisers in the service quality and System based on the relation of satisfaction. Introduces customer segmentation methods should be divided into: high, middle, customers and grassroots. According to different levels of different concerns, To analyze each hierarchy system satisfaction and ERP consultant service quality relationship, Studying on the Shanghai real estate system satisfaction and ERP advisory service quality. On the basis of the study, we get customer satisfaction in demand will significantly affect the ability of the consultancy service customer requirements And with ERP in the expanding of the enterprise application field, ERP consultant customer awareness of the quality of service in increasingly strong effect. And in ERP project customer participation will increase consultant the cooperation with the customers and understanding, Prompted the ERP project smoothly. Key words：　　ERP advisory services;　　Service quality;　　System satisfaction  目录 1 绪论 1 1.1 研究背景和动机 1 1.1.1 ERP的发展现状 1 1.1.2 咨询服务在ERP产业中的地位 3 1.1.3 研究ERP服务质量的动机 4 1.2 研究内容和目的 6 1.2.1 研究内容 6 1.2.2 研究目的 6 1.3 研究方法和流程 7 1.3.1 研究方法 7 1.3.2 研究流程 7 2 文献探讨 9 2.1 服务质量 9 2.1.1 服务的定义 9 2.1.2 服务质量的定义 9 2.1.3 服务质量的理论模型 9 2.2 咨询顾问的角色 10