基于CMM模型的星创天地创业服务能力满意度评价研究  

Research on Satisfaction Evaluation of Xingchuang Tiandi’s Entrepreneurial Service Capability Based on CMM Model

作　　者：黄美娇 周芳 HUANG Meijao;ZHOU Fang(College of Business Administration,Fujian Business University,Fuzhou 350012;Faculty of Public Adminstration,Fujian Jiangxia University,Fuzhou 350002)

机构地区：[1]福建商学院工商管理学院,福建福州350012 [2]福建江夏学院公共管理学院,福建福州350002

出　　处：《常州工学院学报》2023年第4期68-73,共6页Journal of Changzhou Institute of Technology

基　　金：福建省自然科学基金项目(2021J011245)。

摘　　要：优化星创天地的创业服务质量是发挥星创天地持续助力乡村振兴、巩固脱贫攻坚成果的重要抓手。基于CMM模型,从创业承载服务能力、创新对接服务能力、辐射带动服务能力3个方面共22项要素指标构建了星创天地创业服务能力满意度评价体系,并对福建省省级星创天地入驻创客进行创业服务满意度评价调研。结果发现,入驻创客对星创天地创业服务有较大期望,但是服务结果的满意度和期望值之间存在差异。综合调研数据结果及得出的改善行为矩阵,分别就优势区、修补区、维持区、机会区4类创业服务要素能力的提升提出有针对性的建议。Optimizing the entrepreneurial service quality of Xingchuang Tiandi is an important starting point for Xingchuang Tiandi to help rural revitalization and consolidate poverty alleviation continuously.Based on the CMM model,the satisfaction evaluation system of Xingchuang Tiandi’s entrepreneurial service capability is constructed from 22 evaluation indexes in three aspects:entrepreneurial carrying service,entrepreneurial docking service and entrepreneurial radiation driving service.This paper evaluates the service satisfaction of the resident makers of the provincial level Xingchuang Tiandi in Fujian Province.The findings indicate that the resident makers have high expectations for the entrepreneurship services provided by Xingchuang Tiandi,but there is a discrepancy between their satisfaction with the service outcomes and their expectations.Based on the results of the comprehensive research data and the formulated matrix of improvement actions,targeted improvement suggestions are proposed for the four categories of entrepreneurial ser-vice capabilities,namely the advantage zone,the repair zone,the maintenance zone,and the opportunity zone.

关 键 词：CMM模型 星创天地 期望值 满意度 

分 类 号：F323.3[经济管理—产业经济] F327