通信運營商在IT用戶體驗三維體系的研究與實踐

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摘要：在信息技術(shù)飛速發(fā)展下，IT系統(tǒng)成為企業(yè)運營核心，用戶體驗是衡量其成敗的關(guān)鍵。本文探究通信運營商IT系統(tǒng)中性能、功能、服務(wù)三大體驗維度，分析它們對用戶滿意度的影響，并提出優(yōu)化策略，旨在為企業(yè)提供提升IT用戶體驗的理論與實踐參考。

關(guān)鍵詞：用戶體驗；性能體驗；功能體驗；服務(wù)體驗；通信運營商

doi：10.3969/J.ISSN.1672-7274.2025.02.076

中圖分類號：TN 915          文獻標(biāo)志碼：A            文章編碼：1672-7274（2025）02-0-03

Research and Application of a Three-Dimensional IT User Experience System by Telecom Operators

ZHANG Bin， ZHU Wei， LI Pan， LIU Jun， HUANG Dongjiang

（China Mobile Communications Group Guangdong Co.， Ltd.， Guangzhou 510623， China）

Abstract： With the rapid development of information technology， IT systems have become the core of enterprise operations. User experience is a key factor in measuring their success or failure. This paper explores the three dimensions of performance， functionality， and service experience in IT systems of telecom operators， analyzes their impact on user satisfaction， and proposes optimization strategies. The aim is to provide theoretical and practical guidance for enterprises to enhance IT user experience.

Keywords： user experience; performance experience; functionality experience; service experience; telecom operators

0   引言

在數(shù)字化轉(zhuǎn)型的大潮中，IT系統(tǒng)不僅是完成企業(yè)業(yè)務(wù)流程的自動化工具，更是提升客戶滿意度、增強市場競爭力的關(guān)鍵因素。（剩余4036字）