基于 SERVQUAL 的专利代理机构服务质量评价研究

Research on Service Quality Evaluation Index System of Patent Agency Based on SERVQUAL

摘要:

本研究构建适用于专利代理机构服务质量的评价指标体系。以SERVQUAL服务质量评价体系为理论基础,研究参考当前现有的知识产权代理机构服务质量评价体系,结合专利代理服务行业的业务特点,兼顾专利生命周期的整个过程,构建了涵盖公司质量、员工质量、业务能力、专利质量、用户评价与业务范围五个维度的评价指标体系。研究通过该指标体系评价了江苏省内的200家专利代理机构,结果指出这200家专利代理机构的服务质量整体偏低,本地代理机构服务质量又大幅落后于省外机构分支。该指标体系同时为机构提升服务质量,政府监管提供了依据。

Abstract:

This study constructs an evaluation index system suitable for the service quality of patent agencies. Taking the SERVQUAL service quality evaluation system as the theoretical basis, researching and referring to the current existing intellectual property agency service quality evaluation system, combining the business characteristics of the patent agency service industry, taking into account the entire process of the patent life cycle, and constructing a structure covering company quality and employee quality , Business capability, patent quality, user evaluation and business scope evaluation index system of five dimensions. The study evaluated 200 patent agencies in Jiangsu Province through this indicator system, and the results pointed out that the overall service quality of these 200 patent agencies was low, and the service quality of local agencies lags far behind the branches of agencies outside the province. This indicator system also provides a basis for institutions to improve service quality and government supervision.