专利代理服务质量综合评价体系及实证研究

由于专利代理服务机构数量以及业务领域不断扩充，加之评价体系缺失，导致专利代理服务质量评价难度越来越高。基于专利代理服务业特征及内涵，结合服务质量的物理质量维度、交互质量维度和公司质量维度，构建包含3个维度、9个方面和21个具体指标的专利代理服务质量综合评价指标体系。然后依据该指标体系，运用jenks自然断点法和Matlab工具对北京地区专利代理服务质量进行分级评价与实证检验。研究结果对创新主体评价与选择专利代理服务机构、专利代理服务机构确立未来发展方向及战略具有一定指导与借鉴意义。

The Comprehensive Evaluation System and Empirical Research of Patent Agency Service Quality

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.