基于业主满意度的蓝馨公司客服质量提升研究

发布时间：2018-04-29 00:38

本文选题：住宅小区 + 物业管理　；参考：《兰州理工大学》2014年硕士论文

【摘要】：随着我国经济的高速发展,城市化水平越来越高,人们对优质生活质量的追求也随之提高。其中,舒适安全的小区环境、热情周到的物业服务已经成为人们对居所的普遍要求,住宅小区物业服务质量日益成为人们所关注的焦点。但是,与西方发达国家100多年的发展历史相比,国内物业管理行业起步较晚,尤其是住宅小区物业管理还是个朝阳行业,物业服务的发展水平与人们对服务质量的要求相比还相对滞后,还有很大的提升空间。文章共分五部分,第一部分论述本文的研究背景与价值；第二部分从业主满意度理论和服务质量评价理论两个方面,讲解了物业管理理论基础；第三部分以蓝馨管理公司管理的蓝馨花园小区为例,针对现实工作中出现的业主与物业公司矛盾、服务种类与服务质量不能满足业主需求等突出问题进行分析,运用物业管理业主满意度评价体系,建立蓝馨花园业主满意度的评价指标体系；第四部分借助业主满意度统计调查数据,计算出小区业主的满意度,从而对蓝馨花园小区业主满意度做实证分析,并得出影响业主满意度的关键因素；第五部分根据实证分析结果探讨住宅小区物业服务质量的提升问题,并提出相应的提升对策,并结合蓝馨花园的实际情况提出了一些个人见解。希望能够借此对兰州石化各小区及同类国企物业服务质量提升优化提供借鉴参考。
[Abstract]:With the rapid development of China's economy, the level of urbanization is higher and higher, people's pursuit of quality of life is also improved. Among them, comfortable and safe residential environment, warm and considerate property service has become a common requirement for housing, and the quality of residential property service has increasingly become the focus of attention. However, compared with more than 100 years of development history in western developed countries, the domestic property management industry started relatively late, especially the residential property management is still a sunrise industry. The development level of property service is relatively lagging behind people's demand for service quality, and there is much room for improvement. The article is divided into five parts, the first part discusses the research background and value of this paper, the second part explains the theoretical basis of property management from two aspects: customer satisfaction theory and service quality evaluation theory. The third part takes the Lanxin Garden District managed by Lanxin Management Company as an example to analyze the outstanding problems such as the contradiction between the owner and the property company, the service type and service quality can not meet the needs of the owner. Using the property management owner satisfaction evaluation system to establish the blue garden owner satisfaction evaluation index system; the fourth part with the help of the owner satisfaction statistics survey data to calculate the community owners satisfaction, Therefore, the author makes an empirical analysis on the satisfaction degree of the owners of Lanxin Garden District, and obtains the key factors that affect the satisfaction degree of the owners. The fifth part discusses the improvement of the service quality of the residential property according to the results of the empirical analysis, and puts forward the corresponding promotion countermeasures. And combined with the actual situation of blue garden put forward some personal views. Hope to use this for Lanzhou Petrochemical District and similar state-owned enterprises to improve the quality of property service optimization to provide reference.
【学位授予单位】：兰州理工大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：F274;F299.233.47

【参考文献】