政府服务中小企业“走出去”的质量评价——基于SERVQUAL模型的上海市实证研究

Quality Evaluation on Government Service for SMEs“Going Out”—An Empirical Research of Shanghai Based on SERVQUAL Model

文章通过深度访谈及文献研究,选取政府服务中小企业"走出去"的评价指标,并通过主成分分析法明晰评价体系中的四个维度,形成评价模型。利用SERVQUAL模型的核心思想,以中小企业对政府服务的期望值与实际感受值的差距,对上海市服务中小企业"走出去"的质量进行评价。研究结果表明:上海中小企业在"走出去"过程中,政府在市场开拓支持与经济支持方面所提供的服务与中小企业的期望存在较大差距;在信息交流平台和权益维护方面,政府所提供的服务与中小企业的期望存在较小差距。

The paper selects the evaluation index of government service for SMEs＂going out＂through depth inter-view and literature review, and determines four dimensions of the evaluation model using the principal componentanalysis. Under the guidance of SERVQUAL model, the paper makes a quality evaluation on the government ser-vice for SMEs＂going out＂in Shanghai by calculating the gap between the service expectation of SMEs and the re-ality they perceive. The results show that：In the＂going out＂process of SMEs,there is a big gap between the ser-vice provided by the government and the expectation of SMEs in terms of market development support and econom-ic support,whereas a small gap in information communication platform and rights ＆ interests maintenance.