YX公司小区物业管理顾客满意度调查及服务创新研究

发布时间：2018-05-18 13:42

本文选题：物业管理 + 顾客满意度　；参考：《华东理工大学》2017年硕士论文

【摘要】：目前,我国的物业管理行业已经经过了三十多年的发展。已经建立了相对市场化、专业化以及社会化的基本管理体制。作为物业管理的部分,小区物业管理受到社会和学界越来越多的关注。住宅小区物业服务顾客满意度较低,物业投诉率较高,说明目前我国小区物业管理整体服务质量还处于较低水平。不可否认,作为一种新兴行业,我国的小区物业管理行业还在不断发展过程中。只有发现并解决制约物业管理服务水平的影响因素,才能提高顾客满意度,健全企业发展战略体系,提高企业竞争实力。对于物业服务企业而言,如何实现服务水平的不断提高,如何实现物业服务的不断创新,如何建立以“顾客为主”的物业管理服务模式,是物业服务企业取得市场竞争优势的关键所在。本文选取YX物业服务有限公司为例,借助一些研究工具,在文献归纳和总结的前提下,对YX公司所服务小区的物业管理服务水平的顾客满意度进行了实证分析。希望通过该实证分析,了解业主对YX公司所提供的物业管理服务的满意现状,进一步找出影响YX公司小区物业管理满意度的关键因素,并针对相应的关键因素提出相关服务创新的具体实施方案。切实提高YX物业服务有限公司的综合物业服务能力。
[Abstract]:At present, China's property management industry has been through more than 30 years of development. Has established the relative marketization, the specialization as well as the socialization basic management system. As a part of property management, residential property management has been paid more and more attention by the society and academia. The property service customer satisfaction and the property complaint rate are low in residential area, which indicates that the overall service quality of residential property management is still at a low level. Undeniably, as a new industry, China's residential property management industry is still in the process of continuous development. Only by discovering and solving the influencing factors which restrict the service level of property management can we improve the customer satisfaction, perfect the strategic system of enterprise development, and improve the competitive strength of the enterprise. For the property service enterprises, how to achieve the continuous improvement of service level, how to realize the continuous innovation of property service, how to establish the "customer-oriented" property management service model, Is the property service enterprise obtains the market competitive advantage the key place. This paper selects YX property Service Co., Ltd. as an example, with the help of some research tools, under the premise of summarizing and summarizing the literature, the paper makes an empirical analysis on the customer satisfaction of the property management service level of YX Company. Through this empirical analysis, we hope to understand the current situation of owners' satisfaction with the property management services provided by YX Company, and further find out the key factors that affect the satisfaction degree of YX company's residential property management. According to the corresponding key factors, the specific implementation scheme of service innovation is put forward. Improve YX property Services Co., Ltd.'s comprehensive property service capacity.
【学位授予单位】：华东理工大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：F299.233.47

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