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| The Comprehensive Evaluation System and Empirical Research of Patent Agency Service Quality |
| Ma Xiang1,Ding Kun1,Yang Yang1,Zhang Chunbo1,Kang Xudong1,2 |
| (1.Institution of Science of Science and S&T Management and WISE Lab, Dalian University of Technology；2.R&D Institution of Technology, Dalian University of Technology，Dalian 116024，China) |
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Abstract Due to the continuous expansion of the number of patent agencies and their business areas, as well as the lack of evaluation system, it is more and more difficult to judge the service quality of patent agency. Based on the characteristics and connotation of patent agency service industry, combining the physical quality dimension, interactive quality dimension and corporate quality dimension of service quality, this paper constructs a comprehensive evaluation index system of patent agency service quality consisting of 3 dimensions, 9 aspects and 21 specific indicators. Then, according to this index system, jenks natural breakpoint method and Matlab tools are used to make a hierarchical evaluation and empirical research on the service quality of patent agency in Beijing. The research results have certain guidance and reference significance for innovative entities to evaluate and select the patent agencies, as well as for patent agencies to choose the future development directions and strategies.
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Received: 25 January 2021
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