A住宅小区物业管理顾客满意度研究

发布时间：2017-12-28 13:25

本文关键词：A住宅小区物业管理顾客满意度研究　出处：《东北大学》2015年硕士论文　论文类型：学位论文

【摘要】：近年来,随着物业管理行业迅猛发展,随之出现了小区顾客对物业管理不满意,物业纠纷时有发生的问题。住宅小区的物业管理逐渐成为了影响居民居住质量的重要组成部分。基于此,如何科学地测评和分析住宅小区物业管理顾客满意度,帮助物业管理企业改进服务质量,切实提高顾客满意程度,增强企业竞争能力,已成为物业服务企业亟待解决的课题。本文以典型住宅物业开发商开发小区即A住宅小区为研究对象,主要从物业管理公司的角度出发,在研究了国内外有关物业管理顾客满意度的研究成果之后,以"物业管理" "顾客满意度"为核心概念,首次以A住宅小区不同特征的顾客满意度研究为切入点,以物业管理和顾客满意度理论为基础,通过文献分析和问卷调研法,针对A住宅小区不同特征的顾客对物业管理的满意度展开研究。首先,统计分析A住宅小区物业管理的顾客满意度;其次,分析不同特征总体的差异、各因素对顾客满意度与忠诚度相关性;然后,设计和实施A住宅小区物业管理顾客满意度研究方案。在充分了解A住宅小区的情况下,设计A住宅小区不同特征顾客对物业管理满意度的问卷,发放和回收问卷;最后依据上述研究提出改进A住宅小区物业管理提高不同特征顾客满意度的解决对策。该研究兼顾A住宅小区物业管理的不同特征顾客满意度,较好地解决了顾客满意度忽略不同群体所产生的差异问题。该研究不但可以进一步丰富物业管理理论,而且还可以将顾客满意度理论与物业管理理论有机的结合起来,提升A住宅小区的整体物业管理水平的同时,提高顾客满意度。通过A住宅小区物业管理顾客满意度的研究,进一步提升B集团沈阳公司18个住宅小区物业服务质量和顾客满意度,同时,为B集团实现全国布局,跨越式发展提供有力补充,进而为促进沈阳物业管理行业发展提供参考。
[Abstract]:In recent years, with the rapid development of the property management industry, the problems arising from the dissatisfaction of the community customers to the property management and the property disputes have occurred. The property management of residential district has gradually become an important part of the residents' living quality. Based on this, how to scientifically evaluate and analyze customer satisfaction of property management in residential area, help property management enterprises improve service quality, improve customer satisfaction and enhance competitiveness, has become an urgent problem for property service enterprises. In this paper, the typical residential property developers District A residential district as the research object, mainly from the perspective of the Property Management Company, after the research of the domestic and foreign related property management customer satisfaction, "property management" to "customer satisfaction" as the core concept, for the first time in the study of customer satisfaction for the different characteristics of A residential area the starting point, to the property management and customer satisfaction theory, through literature analysis and questionnaire investigation method, according to the different characteristics of the A residential property management customer satisfaction research. First of all, the customer satisfaction of property management in A residential area is statistically analyzed. Secondly, the difference between different characteristics and the relationship between various factors on customer satisfaction and loyalty are analyzed. Then, the design and implementation of A residential property management customer satisfaction research program is designed and implemented. After fully understanding the situation of A residential area, we designed the questionnaire of the different characteristics of the customers in the A residential area to the satisfaction of the property management, issued and recovered the questionnaire. Finally, based on the above research, we put forward the countermeasures to improve the A residential area property management and improve the different characteristics of customer satisfaction. The study takes into account the different customer satisfaction of the property management of the A residential district, and is a good solution to the difference between the different groups that the customer satisfaction is ignored. This research not only enriches property management theory, but also integrates customer satisfaction theory with property management theory to improve the overall property management level of A residential area while improving customer satisfaction. Through the study of A residential property management customer satisfaction, to further enhance the Shenyang company of B group of 18 residential property service quality and customer satisfaction, at the same time, for the B group to achieve national distribution, provide a powerful supplement of leapfrog development, so as to promote the Shenyang property management industry development reference.
【学位授予单位】：东北大学
【学位级别】：硕士
【学位授予年份】：2015
【分类号】：F299.233.47

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