A Study of the Service Quality of Academic Innovation Incubators in Taiwan – Using PZB model

• Main Authors: Tseng, Chien-Lin, 曾千玲
• Other Authors: Lee, Shyanglin
• Format: Others
• Language: zh-TW
• Published: 2010
• Online Access: http://ndltd.ncl.edu.tw/handle/08356631424228398030

碩士 === 國立屏東科技大學 === 科技管理研究所 === 98 === Most of the previous researches on academic innovation incubators were focused on evaluating the performance. However, those researches can only reveal whether the incubators can offer the services that tenant firms need or not, but can't tell the quality of the services provided. Since the service quality is one of the important performances of the incubator, This study investigates the differences between the tenant firms’ expected and perceptive quality of the services and finds out the items composing service quality of academic innovation incubators. The SERVQUAL model is used and expanded. A census was conducted. Questionnaires were mailed to 1070 tenant firms. Except for 20 mails were returned due to wrong mailing address, 110 valid questionnaires were collected, resulting in a valid return-rate of 10.48%.The results show that the perceived quality is significantly higher than the expected quality. The startup companies feel significantly better services than non- startup companies. Furthermore, companies of different industries, numbers of employees, or locations have significantly difference in judging the service quality. An in-depth analysis shows that the service quality items can be grouped into 7 categories and the service quality can only be affected by 13 items out of total of 40 items. Based upon the funding, the author suggests both the incubators and their tenant firms have to construct a way of in order to prevent the misunderstanding or to fill the communication gap. Specifically, the problems that whether the service demanded and supplied are the same, and whether there are enough resources to carry out the services.