創新育成中心藉由提供進駐空間、儀器設備及研發技術、協尋資金、商務服務、管理諮詢等有效地結合多項資源,降低創業及研發初期的成本與風險,創造優良的培育環境,提高事業成功的機會。 若育成中心與進駐企業雙方在服務品質上產生認知的差異,不論是因為育成中心給予廠商不足的服務,或是育成廠商對於育成中心有過高的期盼,或只是雙方對於服務品質的要求不同,皆必須先了解服務品質的好壞及其主要影響因素,才能找出服務失敗點或與預期目標的差異,以提供矯正或修正的行動建議來提升服務品質水準。 本研究使用PZB模型探討創新育成中心服務品質與進駐企業期望之落差,依據研究結果發現,廠商在期望與實際感受間,及育成中心與進駐廠商之感受在認知上均存有顯著差異,其中育成中心進駐廠商對於反應性構面之期望感受與實際感受落差最大,其次依序為保證性構面、可靠性構面、及同理性構面,對於有形性構面之相對期望感受與實際感受落差較小,整體而言,較屬於有形之育成環境或從業人員服務態度等相關問項,其感受差異性相對較低。 本研究依據研究結果綜整提出結論與研究貢獻及具體建議,以供政府單位、育成中心、及進駐廠商之參考。
For supporting diverse and high valued knowledge- economy industries, constructing a good environment, establishing overall company systems, and increasing chance of success for start-ups, Ministry of Economic Affairs has been promoting the plan of Incubation Center since 1986. The center provides not only well-appointed space, devices and R&D technologies, but also assists in capital attracting, business service and management. It effectively employs resources, lowers the risk of start-ups in research cost, creates good cultivation environment, and increases the chance of successfully running business. If there is a difference in service quality between both sides, which is no matter because of insufficient service or over expectation to the center, or merely a different requirement for quality, Incubation Center should at first evaluate its service quality and find out the main problem, and then through correction action to raise its service quality.