IV 摘要 全面实施乡村振兴战略是现代社会发展的重要趋向，而加快农业农村现代化建设， 进一步实现产业兴旺目标，就必须以农业科技作为支撑。目前，社会经济发展对农业 科技表现出强烈需求，而与其极度需求形成强烈对比的是农业科技服务供给能力低下、 农业科技服务质量较低、科技服务供给结构不够优化等现实问题。伴随着高密度人口 以及经济发展需求向“更好、更精”的转变，越来越多的社会民众将关注点从农产品本 身转向其产出环境，优良的产地环境能产出更为优质的农产品。故针对农产品生产地 的土壤以及其他环境进行实时、精准地监控，成为一种更为急迫的社会需求。伴随着 社会经济的快速增长，我国农产品产地环境形势令人担忧，对农产品质量安全产生了 较为严重的负面影响。加强产地环境监测，能进一步加强对风险预警，避免环境危害 事件发生发展与爆发。 本文所研究的J公司是一家提供农业技术服务的科技型企业，其主营业收入来源 于农产品产地环境监测技术服务。在生态文明发展需要的新形势下，该企业敏锐地发 现了产地环境监测服务需求。J公司为适应新形势需求，不断转变经营理念，高度重视 服务质量水平的提升。通过亲身实习、实地走访、人员访谈以及问卷调查，在理论和 客观数据相结合基础上，准确、全面地把握J公司的技术服务质量水平以及问题。本 文将服务质量管理理论、服务质量评价理论等理论融入其技术服务质量评价，针对其 服务质量管理中存在的现象问题，建立更加优质的现代化服务质量管理体系，提出有 针对性的意见与建议，由此也为同行业类似问题提供借鉴与思考，促进行业发展。 关键词：农业科技服务；服务质量管理；服务质量提升；SERVQUAL 论文类型：应用研究 摘要 V ABSTRACT Thecomprehensiveimplementationofruralrevitalizationstrategyisanimportanttendency ofmodernsocialdevelopment,andtoacceleratethemodernizationofagricultureandrural areasandfurtherrealizethegoalofindustrialprosperity,agriculturalscienceandtechnology mustbeusedassupport.Atpresent,thesocialandeconomicdevelopmentshowsstrong demandforagriculturalscienceandtechnology,butincontrasttotheextremedemand,the supplyofagriculturalscienceandtechnologyservicesislow,thequalityofagricultural scienceandtechnologyservicesislow,andthesupplystructureofscienceandtechnology servicesisnotoptimized.Alongwiththechangeofhigh-densitypopulationandeconomic developmentdemandto"betterandmoreprecise",moreandmorepeopleinthesocietyturn theirattentionfromtheagriculturalproductsthemselvestotheirproductionenvironment, andtheexcellentproductionenvironmentcanproducebetterqualityagriculturalproducts. Therefore,real-timeandaccuratemonitoringofthesoilandotherenvironmentsof agriculturalproductionsiteshasbecomeamoreurgentsocialneed.Alongwiththerapid growthofsocialeconomy,theenvironmentalsituationoftheproductionareaofagricultural productsinChinaisworrying,whichhasaseriousnegativeimpactonthequalityandsafety ofagriculturalproducts.Strengtheningtheenvironmentalmonitoringoftheorigincan furtherstrengthentheearlywarningofrisksandavoidthedevelopmentandoutbreakof environmentalhazards. ThecompanyJstudiedinthispaperisatechnology-basedenterpriseprovidingagricultural technologyservices,anditsmainbusinessincomecomesfromthetechnicalservicesof environmentalmonitoringoftheoriginofagriculturalproducts.Underthenewsituationof thedevelopmentneedsofecologicalcivilization,thisenterprisehaskeenlyidentifiedthe demandfororiginenvironmentalmonitoringservicespanyJhascontinuouslychanged itsbusinessphilosophyandattachedgreatimportancetotheimprovementofservicequality levelinordertoadapttothenewsituationneeds.Throughhands-onpractice,fieldvisits, personnelinterviewsandquestionnairesurveys,thetechnicalservicequalitylevelaswellas theproblemsofCompanyJareaccuratelyandcomprehensivelygraspedonthebasisofthe combinationoftheoryandobjectivedata.Thispaperintegratestheoriesofservicequality managementandservicequalityevaluationintoitstechnicalservicequalityevaluation, establishesamorehigh-qualitymodernservicequalitymanagementsysteminresponseto thephenomenalproblemsinitsservicequalitymanagement,andputsforwardtargeted opinionsandsuggestions,thusalsoprovidingreferenceandconsiderationforsimilar problemsinthesameindustryandpromotingindustrydevelopment. KEYWORDS:AgriculturalScienceandTechnologyServices;Servicequalitymanagement; ServicequalityImprovement;SERVQUAL TYPEOFTHESIS:ApplicationResearch 目录 VI 目录 1绪论.......................................................................................................................................1 1.1研究背景与研究意义..................................................................................................1 1.1.1研究背景............................................................................................................1 1.1.2研究意义............................................................................................................1 1.2国内外研究现状..........................................................................................................2 1.2.1科技服务业快速发展........................................................................................2 1.2.2农业科技服务需求日益增大............................................................................3 1.2.3农业环境污染治理离不开科技支撑................................................................4 1.2.4科技服务质量与企业经济效益呈现正相关....................................................4 1.2.5小结....................................................................................................................5 1.3研究内容和方法..........................................................................................................5 1.3.1研究的主要内容...............................................................................................5 1.3.2研究方法...........................................................................................................6 1.4技术路线......................................................................................................................7 2理论基础................................................................................................................................8 2.1服务管理......................................................................................................................8 2.2服务质量管理..............................................................................................................9 2.2.1服务质量管理的定义........................................................................................9 2.2.2服务质量特性....................................................................................................9 2.2.3服务质量差距分析模型..................................................................................10 2.2.4SERVQUAL评价.............................................................................................12 3J公司服务质量评价及其存在的问题分析.......................................................................13 3.1行业背景....................................................................................................................13 3.2J公司发展概况.........................................................................................................16 3.2.1企业简介..........................................................................................................16 目录 VII 3.2.2企业经营模式..................................................................................................17 3.2.3企业服务质量特点..........................................................................................17 3.2.4J公司PDCA循环质量管理...........................................................................17 3.2.5J公司服务质量发展历程...............................................................................18 3.2.6J公司技术服务质量管理现状.......................................................................18 3.3J公司现有服务质量管理中存在的问题及原因分析.............................................21 4J公司服务质量评价改进研究...........................................................................................23 4.1顾客视角下的服务质量现状调查............................................................................23 4.1.1调查方法与问卷设计......................