Research on the Development and Improvement of Service Quality Function of Chinese Science & Technology Parks: The Application of AHP, QFD, and TRIZ Methods
In China, science & technology parks are the first choice for science & technology enterprises. With the advent of the era of “service economy”, higher requirements are put forward for the professional services of science & technology parks. Science & technology parks involving complex strategic alliances, teamwork, government- business relations, and customer needs. Therefore, it is necessary for science & technology parks to design professional services through scientific methods. Existing literature mainly focused on the industrial agglomeration of science & technology parks, but few studies discussed the professional service system that they could or should provide. So, the operators of science & technology parks lack theoretical literature for reference. This study employs quality function deployment (QFD), analytic hierarchy process (AHP), and Teoriya Resheniya Izobreatatelskikh Zadatch (TRIZ) theory into the service system of science & technology parks. QFD identifies the quality features of services that need to be improved from the perspective of customer satisfaction. AHP ranks various services as priority according to their importance. TRIZ creatively resolves conflicts by defining physical and technical conflicts during the service processes. Make use of the applicability of the service industry to jointly provide suggestions for the professional services of the science & technology park.
In this study, a large number of science & technology parks in JiangSu, China, were empirically investigated. The results suggest that the location of the parks, the cost of construction, the effectiveness of services, resource integration, government relations, and industrial upgrading are the most important service indicators for customers; while optimizing processes, dynamic adjustments, and budget priority are the main means to resolve service conflicts.
The integrated application of QFD, AHP, and TRIZ methods in the service of science & technology parks can effectively avoid the blindness and arbitrariness of the service design process and enhance the capabilities of innovation for the management of science & technology parks.