知识产权在现代社会中扮演着不可或缺的重要角色，涵盖了一系列法律和道德原则，用以保护创新和创造性努力。知识产权的重要性贯穿多个领域，从经济发展到文化繁荣，都与之密不可分。在这个背景下，知识产权代理机构发挥着关键作用，它们为创新者、企业和个人提供专业的知识产权咨询、申请、管理和保护服务。随着中国专利申请量持续增长，对专利代理服务的需求也在不断增加，这进一步提升了专利代理服务机构的作用和地位。专利代理服务业规模逐渐壮大，专利代理服务行业的竞争逐渐增加。
北京P知识产权代理公司作为一家成立了20多年的代理机构，在服务质量方面遇到了一些问题，有需要改进的地方，要想提高公司的客户满意度，竞争力，提高服务质量是重要的一步。本篇论文回顾了关于知识产权，服务质量相关文献，对北京P知识产权代理公司的服务质量现状进行了分析，剖析其存在的问题，并基于有形性、可靠性、响应性、保证性和移情性这五个关键维度的SERVQUAL模型设计的量表进行问卷调查，邀请了与北京P知识产权代理公司存在委托代理关系的客户参与填写，以全面评估该公司的服务质量。问卷不仅涵盖了客户对服务质量的期望，还涉及了他们实际感知到的服务质量。经过深入的数据分析和对比发现客户对北京P知识产权代理公司的服务质量在五个维度上的实际感受均没有达到预期，需要加强完善。结合北京P知识产权代理公司的实际情况，本文探索出提升公司服务质量的策略，从优化服务的有形性，提高公司及员工的可靠性，提升公司的服务意识和响应性，提升客户信息安全及利益的保证性和增加客户与公司互动移情性五个方面提出策略建议。同时，本文对于北京地区类似规模的知识产权代理公司在提升服务质量方面也具有参考价值。

Intellectual property plays an indispensable and important role in modern society, covering a series of legal and ethical principles to protect innovation and creative efforts. The importance of intellectual property runs through many fields, from economic development to cultural prosperity. In this context, intellectual property agencies play a key role, providing professional intellectual property consulting, application, management and protection services to innovators, enterprises and individuals. As the number of patent applications in China continues to grow, the demand for patent agency services is also increasing, which further enhances the role and status of patent agency service agencies. The scale of the patent agency service industry is gradually growing, and the competition in the patent agency service industry is gradually increasing.
As an agency established for more than 20 years, Beijing P Intellectual Property Agency has encountered some problems in service quality and needs improvement. If we want to improve the company's customer satisfaction and competitiveness, improving service quality is an important step. This paper reviews the literature on intellectual property and service quality, analyzes the current status of service quality of Beijing P Intellectual Property Agency, analyzes its existing problems, and conducts a questionnaire survey based on the scale designed by the SERVQUAL model of five key dimensions: tangibility, reliability, responsiveness, assurance and empathy. Customers who have a commission-agent relationship with Beijing P Intellectual Property Agency are invited to participate in the questionnaire to comprehensively evaluate the company's service quality. The questionnaire not only covers customers' expectations for service quality, but also involves their actual perceived service quality. After in-depth data analysis and comparison, it is found that customers' actual feelings about the service quality of Beijing P Intellectual Property Agency in the five dimensions have not met expectations and need to be strengthened and improved. Combined with the actual situation of Beijing P Intellectual Property Agency, this paper explores strategies to improve the company's service quality, and puts forward strategic suggestions from five aspects: optimizing the tangibility of services, improving the reliability of the company and its employees, improving the company's service awareness and responsiveness, improving customer information security and the assurance of interests, and increasing the empathy of customer-company interaction. At the same time, this paper is also of reference value for similar-sized intellectual property agencies in Beijing in improving service quality.