| Technological innovation platform is the foundational facilities of science and technology innovation activities,is an important part of the business environment for innovation,and Play a supporting role in the serving of social and economic development. However, currently many technological innovation platforms exist some problems such as insufficient capacity to support industrial development, low integration capabilities and low service efficiency, etc.Through literature review we can find there are few research from the perspective of the needs of users,it is not clear what services users need most and their satisfaction level of technological innovation platform presently.So it cannot provide valuable theoretical guidance for the management of technological innovation platform.Therefore, this paper chooses the perspective of technological innovation platform users,on the basis of literature review of some related researches on service quality evaluation methods and technological innovation platform service features,reference SERVQUAL model to build the evaluation system of technological innovation platform service quality, use SERVPERF scale method to design the questionnaire,then use Fuzzy Comprehensive Evaluation method to make research hypothesis of 304 effective questionnaires to obtain the importance and satisfaction evaluation scores of each indicator, then adopt "Importance--Performance Analysis(IPA)" method to analyze the evaluating the results.This research obtains the following conclusions:First:The order of importance of the five secondary indicators are: reliability > responsiveness>assurance>empathizing>tangibles,reliability is the most important and tangibles is the least;of twenty-two tertiary indicators, index A4 gets the highest importance scores,indicating the need of users for information technology policies on technological innovation platform is the most intense.Second: The overall service quality evaluation score of technological innovation platform and the evaluation scores of five secondary indicators are in the middle of "General" and "satisfaction",and the degree of satisfaction with the sort of secondary indicators are: reliability<empathizing<responsiveness<assurance<tangibles, tangibles has the highest score and reliability lowest score;of twenty-two tertiary indicators, index A5 is the least satisfied indicator for technological innovation platform users,indicating the lack of simple and convenient feedback and complaints channels for platform users, no recourse when they confronte with service failure.Third: Technological innovation platform can make classification management based on the quadrant location of the twenty-two tertiary indicators in "Importance--Performance Analysis" diagram, take further measures to improve or maintain.In particular, technological innovation platform should pay more attention to the indicators in or near the improvement zone(the second quadrant),emphasize to improve perceived service performance of these indicators for technological innovation platform users to enhance the degree of satisfaction. |
