PL物业山西公司客户满意度提升策略研究
发布时间：2023-03-06 17:26
我国物业管理经历了三十多年的发展,已经相对成熟和完善,同时也出现了很多问题。主要问题表现为客户对物业公司提供的服务不满意,从而导致了物业纠纷时有发生。PL物业山西分公司为PL物业公司下属平台公司,于2014年5月23日成立,业务分布太原、大同、晋中、临汾几大城市。截至2020年12月底,PL物业山西分公司共签约项目26个,接管7个项目,接管面积达780万平方米,服务超2万户家庭,在职员工人数超1000名。这几年,PL物业山西分公司投入大量人力物力提升客户满意度,虽然有一定提升,但离制定目标还有较大差距。因此,本文的问卷调查设计采用心理契约理论为基础,对PL物业山西分公司的在管的业主、客户作了满意度调研,希望通过问卷分析对PL物业山西分公司提升客户满意度起到有效的解决方法。为充分了解客户对PL物业山西分公司服务的满意度,提升PL物业山西分公司各项目的服务品质和增强公司品牌效益。本文以PL物业山西分公司服务的其中3个项目作为研究对象,深入调查各项目客户满意度实际情况。通过微信发放调查问卷方式对PL物业山西分公司的客户满意度现状进行分析,旨在得到PL物业山西分公司客户满意度提升的策略,以提升...
【文章页数】：74 页
【学位级别】：硕士
【文章目录】：
ACKNOWLEDGEMENTS
ABSTRACT
摘要
LIST OF ABBREVIATIONS
Chapter 1 Introduction
1.1 Background of the selected topic and significance of the research
1.1.1 Background of the selected topic
1.1.2 Research significance
1.2 Research method
1.2.1 Literature analysis method
1.2.2 Questionnaire method
Chapter 2 Review of related studies
2.1 Definition of customer satisfaction and influencing factors
2.1.1 Definition of customer satisfaction
2.1.2 Relevant research on property customer satisfaction
2.1.3 Influencing factors of property customer satisfaction
2.2 Relevant studies on psychological contract
2.2.1 Definition of psychological contract
2.2.2 Dimensions of psychological contracts
2.2.3 The extension of psychological contract in marketing field
Chapter 3 Introduction of PL Property Management Shanxi Branch
3.1 Company Profile
3.2 Survey on the current status of CS in PL Property Shanxi Branch
Chapter 4 Analysis of CS Survey Results of PL SX Branch
4.1 Customer Satisfaction Index System of PL Property
4.1.1 Principles for determining customer satisfaction indexes
4.1.2 Constructing Customer Satisfaction Survey Indicators
4.2 Questionnaire design of PL property customer satisfaction survey
4.2.1 Principles and steps of questionnaire preparation
4.2.2 Determine the survey target
4.2.3 Evaluation value of measurement indicators
4.2.4 Questionnaire Structure
4.3 Property customer satisfaction survey data
4.3.1 Data Collection
4.3.2 Customer satisfaction survey results
4.4 Problems of customer satisfaction and analysis of reasons
4.4.1 Problems of Customer Satisfaction of PL Property Company
4.4.2 Analysis of the reasons of low satisfaction
Chapter 5 CS Improvement Strategy and Guarantee Measures
5.1 Customer satisfaction enhancement strategy
5.1.1 Enhance attitude, speed and professionalism
5.1.2 Build stickiness to make customers more satisfied
5.1.3 Enhancement of basic property services
5.1.4 Strengthen the construction of property service personnel
5.1.5 In-depth promotion of the brand concept
5.2 Guarantee measures for customer satisfaction enhancement
5.2.1 Improve customer complaint management mechanism
5.2.2 Optimize property personnel assessment mechanism
Chapter 6 Conclusion and Prospect
REFERENCE
APPENDIX
本文编号：3757072
【文章页数】：74 页
【学位级别】：硕士
【文章目录】：
ACKNOWLEDGEMENTS
ABSTRACT
摘要
LIST OF ABBREVIATIONS
Chapter 1 Introduction
1.1 Background of the selected topic and significance of the research
1.1.1 Background of the selected topic
1.1.2 Research significance
1.2 Research method
1.2.1 Literature analysis method
1.2.2 Questionnaire method
Chapter 2 Review of related studies
2.1 Definition of customer satisfaction and influencing factors
2.1.1 Definition of customer satisfaction
2.1.2 Relevant research on property customer satisfaction
2.1.3 Influencing factors of property customer satisfaction
2.2 Relevant studies on psychological contract
2.2.1 Definition of psychological contract
2.2.2 Dimensions of psychological contracts
2.2.3 The extension of psychological contract in marketing field
Chapter 3 Introduction of PL Property Management Shanxi Branch
3.1 Company Profile
3.2 Survey on the current status of CS in PL Property Shanxi Branch
Chapter 4 Analysis of CS Survey Results of PL SX Branch
4.1 Customer Satisfaction Index System of PL Property
4.1.1 Principles for determining customer satisfaction indexes
4.1.2 Constructing Customer Satisfaction Survey Indicators
4.2 Questionnaire design of PL property customer satisfaction survey
4.2.1 Principles and steps of questionnaire preparation
4.2.2 Determine the survey target
4.2.3 Evaluation value of measurement indicators
4.2.4 Questionnaire Structure
4.3 Property customer satisfaction survey data
4.3.1 Data Collection
4.3.2 Customer satisfaction survey results
4.4 Problems of customer satisfaction and analysis of reasons
4.4.1 Problems of Customer Satisfaction of PL Property Company
4.4.2 Analysis of the reasons of low satisfaction
Chapter 5 CS Improvement Strategy and Guarantee Measures
5.1 Customer satisfaction enhancement strategy
5.1.1 Enhance attitude, speed and professionalism
5.1.2 Build stickiness to make customers more satisfied
5.1.3 Enhancement of basic property services
5.1.4 Strengthen the construction of property service personnel
5.1.5 In-depth promotion of the brand concept
5.2 Guarantee measures for customer satisfaction enhancement
5.2.1 Improve customer complaint management mechanism
5.2.2 Optimize property personnel assessment mechanism
Chapter 6 Conclusion and Prospect
REFERENCE
APPENDIX
本文编号：3757072
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