电子商务众创空间服务满意度评价研究

Research on Service-Satisfaction Evaluation of E-Commerce Maker Space from the Perspective of Ecosystem View

专业型众创空间是众创空间自我创新发展的客观需求,也是创新服务体系的重要组成部分。本文基于众创空间生态系统观视角,以高度浓缩的结构化三维度--创客生态、资源生态和创客文化来构建满意度评价体系,选取粤港澳大湾区内经认定的省级以上专业型电子商务众创空间进行服务满意度评价调研。调研结果显示,众创空间服务满意度评价问卷的信度和效度良好,满足调研要求。入驻创客团队(项目)对众创空间抱有较大期望,但是服务结果的满意度和期望值之间仍然存在差异。根据改善行为矩阵,本文将电子商务众创空间的服务项目分为三种类型,并提出改善建议。

Professional maker space not only meets the objective needs of industry innovation and development,but also becomes an important means to promote regional economic transformation and upgrading. From the perspective of maker space ecosystem,a satisfaction evaluation system is constructed based on three dimensions of maker ecology,resource ecology and maker culture,and an empirical research on the service satisfaction evaluation of professional e-commerce maker space is conducted at or above the provincial level in Guangdong-Hong Kong-Macao Greater Bay Area. The results show that the Maker Space Service Satisfaction Evaluation Questionnaire has good reliability and validity. The makers(project)have a great expectation for the maker space,but there are still differences between the satisfaction of service results and expectations. According to the improvement behavior matrix,the service items of e-commerce maker space are divided into three types,and the improvement suggestions are put forward.