Construction And Empirical Study Of The Evaluation Model About Intellectual Property Service Quality

Since 2008 the State Council issued and implemented the Outline of the National Intellectual Property Strategy to the National Development and Reform Commission in 2017 issued by the Outline of the Services,Innovation and Development(2017-2025),intellectual property service has always been the focus of innovation in service industry development in our country.As is known to all,intellectual property is one of the driving forces to promote enterprise innovation and improve competitive advantage,which has crucial strategic position and economic value.Therefore,quite a few companies regard the quantity and quality of patents as an essential means of embodying innovation capabilities.The increasing demand of enterprises for intellectual property services is both an opportunity and a challenge for Chinese intellectual property service enterprises.Under the background of "economic transformation" and "Internet",the intellectual property service industry cannot succeed without high-quality professional services.At present,the majority of the researches on intellectual property services highlight the development of intellectual property service industry,and there is a lack of research on the evaluation of intellectual property service quality.Therefore,from the perspective of the client,this study attempts to modify if not supplement the evaluation index based on SERVQUAL scale by literature collation,interview and other methods,combined with the content and characteristics of intellectual property services,to construct the evaluation index system of intellectual property service quality.At the same time,I designed a questionnaire.I also conducted a questionnaire survey on users of intellectual property services in various industries.For the 264 valid questionnaires formally recovered,I used the statistical tool SPSS 26.0 to conduct quantitative statistical analysis,such as descriptive analysis,reliability and validity analysis.At the same time,I used SERVQUAL evaluation method and IPA analysis method to evaluate the service quality.The results of empirical research demonstrate the intellectual property service quality evaluation scale constructed in this study has good reliability and validity and can effectively measure the research variables.Main research conclusions are:(1)based on SERVQUAL evaluation questionnaire design of intellectual property service quality evaluation system,a total of 5 dimensions and 22 indicators,and the empirical validation;(2)it can be seen from the SERVQUAL evaluation method that,on the entire,users' perception of current intellectual property services has not reached the expectation.The service quality of tangible and empathic dimension basically achieves the user's expectation.The improvement of intellectual property service quality can start from the dimension of assurance and reliability;(3)use "IPA"(importance-performance)of analysis the evaluation results in improving the service.When improving services,the priority content is to optimize service links and processes,improve service recovery ability and level,and establish intellectual property database and public service platform.In time priority is the enterprise hardware and software infrastructure,such as the content of the evaluation,feedback mechanism construction,shape good corporate image,improve the image of the product image and staff,etc.