基于MVC的银行服务评价系统设计与实现-通信与信息系统专业论文.docxVIP

华中科技大学硕士学位论文 华 中 科 技 大 学 硕 士 学 位 论 文 II II Abstract Service quality management is an important part of business management, which is not only a leading field of research for marketing, but also an important engineering application of information science. For the banking industry which involves High-Touch Service, it is getting more and more complicated of the service quality competition. Due to its simple evaluation, weak interactivity, unfriendly user experience, poor reusability and extensibility, and many other technical issues, the traditional service evaluation system can not meet the banking industry’s modern requirements for service quality management any more. In re- sponse to these problems, this study proposes an Banking Service Evaluation System(BSES) based on the MVC design pattern, which integrates Web technology and service quality evaluation method. Here are the innovative points of this paper: Firstly, it points out the background and significance of service quality management, the problems of traditional service evaluation system, and the need of solving these problems by SERVQUAL evaluation model, design patterns and Ajax. Moreover, research content and technical difficulties of the BSES are also studied. Secondly, this paper focuses on several key technologies such as SERVQUAL evalua- tion model, MVC design pattern and Ajax technology. Based on analyzing the theory and Methods of the SERVQUAL evaluation model, a SERVQUAL evaluation model for ser- vice personnel is proposed. Also, based on analyzing the principle and features of the MVC design pattern and Ajax technology, a specific application method for the BSES is proposed. Thirdly, according to the information management theory and software development process, we illustrates the overall requirements analysis and design of the BSES, includ- ing functional requirements analysis, non-functional requirements analysis, and design of system architecture, processing flow and database. To solve the cu