基于SERVQUAL模型的广东企业科技特派员服务质量实证研究

An Empirical Study on Service Quality of Enterprise Technology Correspondentof Guangdong Province with SERVQUAL

摘要:

本文依据PZB服务质量差距模型,在对广东企业科技特派员工作与传统服务在服务接触要素和服务差距两方面对比分析的基础上,对SERVQUAL量表进行了修正,构建了广东企业科技特派员服务质量测度模型,并对其服务质量进行了实证研究,结果表明：广东企业科技特派员服务接触三要素管理者、企业、企业科技特派员自身对企业科技特派员服务质量的期望与感知均存在差距。最后,根据实证结果,分别从政府、企业、企业科技特派员和高校四个方面有针对性地提出了提升广东企业科技特派员服务质量的对策措施。

Abstract:

Based on the "PZB gap model of service quality ", this paper makes a comparative analysis on the two aspects of Service contact factors and the gap of expectations and perception through traditional service and service of Guangdong enterprise science and technology correspondent. The service quality model of Guangdong enterprise science and technology correspondent was constructed in this paper by using the modified SERVQUAL scale, those conclusion could be obtain form the analysis of the results: the three service contact three elements of Guangdong enterprise science and technology correspondent, that is management, enterprise, enterprise science and technology correspondent themselves, had gaps about the expectations and perceptions of enterprise science and technology correspondent service quality. Finally, according to the empirical results, this paper puts forward four aspects respectively from the government, enterprises, science and technology correspondent and college, the promotion enterprise in Guangdong science and technology correspondent countermeasures for quality of service.