The Research On Customer Perceived Service Quality And Function Mechanism In The Intermediary Service Industry Of Science And Technology

The intermediary service industry of science and technology is the important part of the national innovation system, which plays an irreplaceably crucial role in reducing the scientific innovation risk and accelerating the transformation of the scientific and advancements. The intermediary service industry of science and technology in our country is still in an early stage of development, its low quality and unable to increase the customer satisfaction and the customer loyalty is an important bottleneck which restricts its development. Therefore, it is an important academic and realistic problem to analysis the factors of the service quality and its influence to the customer satisfaction and loyalty in the view of the customer.This paper regards customer perceived service quality and function mechanism in the intermediary service industry of science and technology as the research objects, mainly includes the following three parts. First, the research literatures about perceived service quality, customer satisfaction, customer loyalty, and the conception, characteristic and the related research of the intermediary service industry of science and technology are reviewed. Second, a investigation is made in a part of enterprises served by the intermediary service industry of science and technology in Liaoning province through questionnaire survey. This paper uses SPSS 16.0 statistical software to analyze the survey data, and gets main conclusions as follows: (1) The customer perceived service includes five factors: basic service ability, professional technology level, infrastructural facilities level, service extension ability and enterprise creditworthiness.(2) These five factors positively and significantly influence the customer satisfaction and the customer loyalty.(3) The customer satisfaction positively and significantly influences customer loyalty. Finally, the author proposes some suggestions on the base of service quality evaluation model for the development of the intermediary service industry of science and technology.This paper innovatively makes the research on the customer perceived service quality and function mechanism in the intermediary service industry of science and technology. It provides the scientific theory and management method for the industry to increase the service quality, customer satisfaction and customer loyalty. In the future research, the author suggests that it may improve the evaluation model of the perceived service quality through enlarging the quantity of sample selection and refining the classifications of the organizations in the industry, in order to increase the flexibility and compatibility of this model.