摘要
I

西北大学硕士学位论文
摘要
随着近两年创新创业的概念升级，各众创载体、孵化基地、特色小镇、高新技术产
业园等都遍地开花，尤其是全国产业园的数量成倍数增长，园区数量升温的背后，凸显
的问题也日益严重。全国很多园区出现“千园一面”的现象，各园区硬件载体设施趋同，
服务内容匮乏，给入驻企业造成了相似的单一体验，满意度整体较低，入驻企业流失率
高且企业质量不稳定。因此对产业园区企业满意度的评价可以评估园区整体服务水平，
并且能给与其管理机构直接的参考意见，将对提高产业园区竞争优势有着明显的作用。
浙文创数创中心是浙江文创集团在西安运营的一个以科技和文化融合为定位的产
业园区。园区创建 3年，入驻企业 80余家。本文以数创中心产业园为研究对象，结合
产业园具体情况，通过对园区企业访谈、调查问卷的形式对入驻企业满意度进行调查。
本文通过运用数据分析法来识别影响入驻企业满意度低的因素，通过分析发现园区存在
五个主要原因：第一，园区基础环境配套欠缺，没有办公商务及日常生活的服务如打印
快印、便利店、茶吧、咖啡吧等。第二，园区服务缺乏针对性，产业服务和企业服务无
差别。数创中心产业园区别于其他传统园区，入驻企业超过 70%为中型及以上的规模。
对于这类企业群体，园区没有针对性服务内容；第三，园区服务管理机制滞后，流程复
杂且关键环节效率低，数字化程度很弱；第四，专业运营人员稀缺，一线服务人员对于
产业孵化的服务缺乏深刻的认识。第五，园区产业偏移，科技与文化融合定位不凸显。
园区产业分散，产业链资源整合不完善。
本文基于顾客满意度理论、精益服务理论对以上问题提出了提升措施。首先，完善
商务洽谈第三空间设施，整合线上配套服务供应商资源，建立网络稳定保障及用电安全
自查制度。其次，建立园区增值服务体系，设计针对中大型企业及科技类企业的特色服
务内容。再次，引入数据化智能平台提升园区运营管理效率。对运营服务人员专业度进
行系统性培训，制定人才培养的战略方案。最后，加强产业链招商，建立产业发展中心
赋能园区产业运营服务。
关键词：产业园，顾客满意度，客户价值，产业孵化
II

ABSTRACT
ABSTRACT
With the upgrading of the concept of innovation and entrepreneurship in the past two years,
various mass innovation carriers, incubation bases, characteristic towns, high-tech industrial
parks, etc. are blooming everywhere. In particular, the number of national industrial parks has
increased exponentially. Behind the warming of the number of parks, the prominent problems
have become increasingly serious. Many parks across the country have the phenomenon of
"one side for one thousand parks". The convergence of hardware carrier facilities and the lack
of service content in each park have created a similar single experience for the settled
enterprises, the overall satisfaction is low, the turnover rate of settled enterprises is high, and
the quality of enterprises is unstable. Therefore, the evaluation of enterprise satisfaction in the
industrial park can evaluate the overall service level of the park, and can give direct reference
to its management, which will play an obvious role in improving the competitive advantage of
the industrial park.
Zhejiang cultural innovation and digital innovation center is an industrial park operated by
Zhejiang cultural innovation group in Xi'an with the orientation of technology and culture
integration. The park has been established for three years, and more than 80 enterprises have
settled in. This paper takes the industrial park of digital innovation center as the research
object, combined with the specific situation of the industrial park, through interviews with
enterprises in the park and questionnaires to investigate the satisfaction of enterprises in the
park. In this paper, through the use of data analysis to identify the factors affecting the low
satisfaction of enterprises settled in the park, through the analysis found that there are five
main reasons: first, the lack of basic environment supporting the park, there is no office
business and daily life services, such as print fast printing, convenience stores, tea bars, coffee
bars and so on. Second, the park service lacks pertinence, and there is no difference between
industrial service and enterprise service. The industrial park of digital innovation center is
different from other traditional parks. More than 70% of the settled enterprises are
medium-sized or above. For this kind of enterprise group, the park has no specific service
content; Third, the service management mechanism of the park lags behind, the process is
complex, the efficiency of key links is low, and the degree of digitization is weak; Fourth,
professional operators are scarce, and front-line service personnel lack a deep understanding
of the service of industrial incubation. Fifth, the industrial deviation of the park, the
III
。。。以下略