住宅开发项目客户端投诉评价指标体系的建立及应用

发布时间：2018-02-12 03:47

本文关键词： 住宅开发项目客户端投诉评价指标体系　出处：《西安建筑科技大学》2014年硕士论文　论文类型：学位论文

【摘要】：随着市场经济的发展和居民生活水平的不断提高，消费者对居所房屋的要求也在发生着明显变化，尤其在上个十年的房地产黄金发展期，房屋作为市场经济下的一种产品，实现了从居住功能要求到生活品质体现的转变，消费者对房屋的要求越来越高，他们已不仅仅关注自己户内施工质量、设计缺陷、销售承诺的问题，还越来越关注公区的装修设计、园区的景观和设施配套、周边的生活配套等，甚至会核查开发商的运营流程和政府的监督管控是否有疏漏。业主投诉的问题越多，就意味着越不满意，而在房地产市场上靠产品差异化、销售推广策略竞争优势的时代已过去，客户满意度已成为开发商实现品牌溢价的核心内容。所以对开发商来讲，提升客户满意度有一项迫切且重要的工作，就是降低业主的不满意度。本文采用理论研究与实际应用相结合的方法，系统研究住宅开发项目客户端投诉评价指标体系，通过经验数据把易引发客户投诉的问题梳理出来，然后通过前期运营做风险预控管理，实现交付时客户投诉最小化。首先，在收集整理国内外相关资料和文献的基础上，系统地阐述了房地产住宅开发项目的国内外研究现状及相关方法；其次，结合客户端投诉统计数据系统分析了房地产住宅项目客户端投诉的现状，主要包括客户端投诉的一般处理流程以及典型投诉的分析；再次，在整理分析文献资料及总结项目客户端投诉统计数据的基础上，系统的选取住宅开发项目客户端投诉评价指标体系的各个指标，主要包括项目的定位决策、规划设计、成本控制、施工管理、销售服务五个方面，，从而构建了住宅开发项目客户端投诉评价指标体系。最后，以构建的指标体系为客户端投诉评价的内容框架，针对A项目，通过统计分析其1192起投诉数据，利用改进的层次分析法和模糊综合评价法，建立综合评价模型，对A项目进行系统性综合评价，并总结该项目的经验教训，为后续项目的开发建设提供借鉴，通过倒逼机制做风险预控管理，从而减少后期业主的投诉。
[Abstract]:With the development of the market economy and the continuous improvement of the living standard of the residents, the demands of the consumers on the residence house are also obviously changing, especially in the golden period of the real estate development of the last decade, housing as a kind of product under the market economy. Has realized the transformation from the living function request to the life quality embodiment, the consumer to the housing request is getting higher and higher, they have not only paid attention to their own indoor construction quality, the design flaw, the sale commitment question, More and more attention has been paid to the decoration and design of public areas, the landscape and facilities of the park, and the living facilities around the park. They will even check whether there are any omissions in the operation process of the developers and the supervision and control of the government. The more problems the owners complain about, This means that the more dissatisfied, and in the real estate market by product differentiation, sales promotion strategy competitive advantage is over, customer satisfaction has become the developer to achieve brand premium core. There is an urgent and important job to improve customer satisfaction, which is to reduce customer dissatisfaction. This paper adopts the method of combining theoretical research with practical application, systematically studies the evaluation index system of client complaints in residential development projects, and combs out the problems that easily lead to customer complaints through empirical data. Then through the pre-operation to do risk pre-control management, to achieve the delivery of customer complaints minimization. First, in the collection of domestic and foreign related information and literature on the basis, The domestic and foreign research status and related methods of the real estate residential development project are systematically expounded. Secondly, the present situation of the client complaints of the real estate residential project is analyzed with the statistical data of the client complaints. It mainly includes the general processing flow of client complaints and the analysis of typical complaints. Thirdly, on the basis of collating and analyzing the literature and summarizing the statistical data of client complaints, The system selects each index of client complaint evaluation index system of residential development project, mainly includes five aspects: project positioning decision, planning and design, cost control, construction management, sales service, etc. Finally, taking the index system as the content frame of client complaint evaluation, according to the A project, the data of 1192 complaints are statistically analyzed. By using the improved analytic hierarchy process (AHP) and fuzzy comprehensive evaluation method, the comprehensive evaluation model is established, and the systematic comprehensive evaluation of project A is carried out, and the experiences and lessons of the project are summarized, which can be used as a reference for the development and construction of subsequent projects. To reduce the complaints of the owners in the later stage by making the risk control management through the reverse-forcing mechanism.
【学位授予单位】：西安建筑科技大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：F299.23

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