摘要
近几年，我国文化创意产业园区得到了快速的发展，并逐渐成为带动整个
社会经济高速发展的中坚力量。作为服务型企业的文创园运营商，要实现企业
自身和园区的可持续发展关键在于提升服务质量。目前，各园区运营主体采取
了系列措施不断提升服务质量，吸引更多企业入驻。但由于缺乏理论支撑和科
学合理的服务质量评价体系，难以精准把握存在的问题，问题导向不够明确，
以致于园区经营主体在服务质量提升方面耗费过多不必要的资源和精力。服务
质量评价理论在其他领域的研究已经十分成熟，但是，在文创园运营方面的拓
展研究却很缺乏。应当如何确定文创园服务质量评价维度及指标、如何通过系
统评价分析文创园服务质量？这些问题都是文创园运营商关注的核心问题，关
系着文创园的可持续发展

本文基于以上背景，以 HL 公司为研究对象。首先，通过对服务质量、服
务质量评价理论、层次分析法的相关文献综述为本研究提供理论依据和合理的
视角；其次，通过文献研究以及实地访谈相结合的方法为确定评价指标提供依
据；第三，在格罗鲁斯提出的顾客感知服务质量模型和层次分析法的基础上提
出 HL 公司的服务质量评价体系，模型有 4 个层次、1 个总目标、2 个子目标、
5 个评价维度和 28 个评价指标；第四，设计 HL 公司服务质量评价调查问卷，
发放 300 份问卷，对 HL 各园区中 100 个企业中的高层管理者、中层管理者和
职能部门员工进行调查，分别获取各指标内心期望值和实际感知值两个维度的
分数，计算得出平均分值，同时，通过层次分析法分析构建各指标权重，将各
指标平均分值与指标权重相乘后获得最终得分，进行结果分析

结果显示，HL 公司在企业文化的建设、驻企对接、行政后勤保障、组织协
调、品牌影响力等方面表现突出，公司凝聚力强，企业氛围良好，后勤保障有
力；存在的问题主要在于提供专业服务等专业化软实力上，尤其是金融服务等
专业化水平还不够；而评价结果的居中项中，权重较大的智慧园区信息平台建
设、对外宣传、广纳良言渠道、与入驻企业对接等 4 项指标也不容忽视。最后，
笔者针对 HL 公司的问题，并结合英国、加拿大、美国以及长沙、上海有代表
性的文创园运营经验，提出 HL 公司服务质量提升对策。本次研究表明基于层浙江理工大学硕士专业学位论文
II
次分析法的文创园服务质量评价体系具有可行性，各个评价指标的矩阵权重与
服务感知质量的加权分数综合评价，能获得有效结果，但不同园区的评价维度、
指标不同，应根据园区实际来综合构建指标

关键词：文创园运营商；服务质量；顾客感知服务质量模型；服务质量评价维度；
层次分析法浙江理工大学硕士专业学位论文
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Abstract
In recent years, China&39;s cultural and creative industrial park has been rapid
development, and gradually become the backbone of the rapid development of the
whole social economy. As a service oriented enterprises, the key to realize the
sustainable development of the enterprise itself and the park is to improve the service
quality. Currently, the main operating areas of the park has taken a series of
measures to improve the quality of service, attracting more enterprises settled. But
because of the lack of theoretical support and scientific and reasonable evaluation
system of service quality, it is difficult to accurately grasp the problem, problem
orientation is not clear enough, resulting in the park in the main business to enhance
the quality of service consume too much unnecessary resources and energy. The
research on the theory of service quality evaluation in other fields has been very
mature, however, the research on the operation of the cultural and creative park is
very lack. How to determine the dimensions and indicators of service quality
evaluation, and how to evaluate the quality of service These issues are the core
issues of cultural and creative park operators concerned, related to the sustainable
development of cultural and creative park.
Based on the above background, this paper takes HL company as the research
object. Firstly, through literature review, evaluation of service quality, service quality
theory, analytic hierarchy process and provide a theoretical basis and reasonable
perspective for the study; secondly, based on literature research and field interviews
to provide the basis for the determination of evaluation index; third, based on
analysis of customer perceived service quality model and AHP method proposed in
the gro Ruth presented on the service quality evaluation system of HL company. The
model consists of 4 layers, a total of 1 goals, 2 sub goals, 5 evaluation dimensions
and 28 indicators; fourth, the design of HL company service quality evaluation
questionnaire, 300 questionnaires were issued, conducted a survey of 100 senior
management enterprise HL the park in the middle managers and employees in浙江理工大学硕士专业学位论文
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function departments, respectively to obtain the expected value and the actual heart
index scores on the two dimensions of perceived value, calculated At the same time,
the weight of each index was analyzed byAHP, and then the final score was obtained
by multiplying the average score of each index and the weight of the index.
The results showed that HL&39;s outstanding performance in the building of
enterprise culture, enterprises in the docking, administrative guarantee, organization
and coordination, brand influence and so on, the company strong cohesion, good
business atmosphere, strong logistical support; the main problem lies in providing
professional services such as professional soft power, especially in the financial
services professional the level is not enough; and in the middle term evaluation
results, 4 weight index wisdom park information platform construction, publicity,
channels, take ideas and enterprises docking can not be ignored. Finally, according to
the HL company&39;s problems, and combined with the United Kingdom, Canada, the
United States, as well as Changsha, Shanghai, a representative of the cultural and
Creative Park operating experience, HL service quality improvement measures. This
study shows that the analytic hierarchy process based on park service quality
evaluation system is feasible, the weight of each evaluation index matrix and
weighted score of perceived service quality comprehensive evaluation, to obtain
effective results, but the evaluation index of different dimensions, different parks,
should according to the actual Park Comprehensive index.
Key Words: cultural and creative industrial park operators; service quality;
Customer perceived service quality models; service quality evaluation;
AHP浙江理工大学硕士专业学位论文
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目 录
摘要.III
ABSTRACT..........III
目 录.....V
1 绪论....1
1.1 研究背景. 1
1.2 研究目的与意义. 3
1.2.1 研究目的....3
1.2.2 研究意义....4
1.3 研究内容和框架. 4
1.3.1 研究内容...4
1.3.2 研究框架...5
1.4 研究方法.. 7
1.5 可能的创新之处. 7
2 文献综述........8
2.1 服务质量评价理论依据.. 8
2.2 服务质量评价模型及其应用综述......... 9
2.2.1 服务质量评价模型研究概况.......9
2.2.2 服务质量评价方法研究概况
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