华服丰尚物业服务质量管理体系构建研究
发布时间：2018-07-14 19:21
【摘要】：物业服务质量的高低事关人民的生活水平和社会的和谐稳定,事关我国物业服务公司的市场竞争力。随着我国房地产行业的蓬勃发展,我国物业服务行业已进入高速发展阶段,但由于起步较晚,我国的物业服务管理水平不高,服务质量较差。因此,有必要建立一个完善的质量管理体系来为我国物业服务公司的管理提供支持。本文注重理论与实际相结合,在对国内外服务质量管理的相关理论与成功做法进行总结归纳的基础上,针对华服丰尚物业服务质量管理的现状,为其建立了完整的物业服务质量管理体系。物业服务质量管理体系的构建主要包括三个方面,一是通过问卷调查的方法从业主满意、公司投入和社会评价三个维度对华服丰尚物业服务质量管理的目标进行了分析；二是根据确定的目标构建了包括华服丰尚物业服务质量管理投入保障和过程控制的基础支持体系；三是构建了华服丰尚物业服务质量管理运行监控体系,基于各方的信息反馈,运用问卷调查和层次分析法建立了物业服务质量管理评价模型。希望本文的研究能为物业服务质量管理体系的有效运用提供借鉴,有助于物业服务公司的质量管理水平的提高。
[Abstract]:The quality of property service relates to the living standard of the people and the harmony and stability of the society, as well as the market competitiveness of the property service companies in our country. With the rapid development of the real estate industry in China, the property service industry in our country has entered the stage of rapid development, but due to the late start, the level of property service management is not high and the service quality is poor in our country. Therefore, it is necessary to establish a perfect quality management system to provide support for the management of Chinese property service companies. This paper focuses on the combination of theory and practice, on the basis of summing up the relevant theories and successful practices of service quality management at home and abroad, aiming at the current situation of service quality management in Huafengshan property. Set up a complete property service quality management system for it. The construction of property service quality management system mainly includes three aspects. The first is to analyze the objectives of Huafengshan property service quality management from the three dimensions of owner satisfaction, company input and social evaluation. The second is to construct the basic support system including the investment guarantee and process control of Huafengshan property service quality management, the third is to construct the running monitoring system of Huafengshan property service quality management, which is based on the information feedback from all sides. The evaluation model of property service quality management is established by questionnaire and analytic hierarchy process. It is hoped that the research in this paper can provide reference for the effective application of the property service quality management system and help to improve the quality management level of the property service company.
【学位授予单位】：西南石油大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：F299.233.47;F274
本文编号：2122692
[Abstract]:The quality of property service relates to the living standard of the people and the harmony and stability of the society, as well as the market competitiveness of the property service companies in our country. With the rapid development of the real estate industry in China, the property service industry in our country has entered the stage of rapid development, but due to the late start, the level of property service management is not high and the service quality is poor in our country. Therefore, it is necessary to establish a perfect quality management system to provide support for the management of Chinese property service companies. This paper focuses on the combination of theory and practice, on the basis of summing up the relevant theories and successful practices of service quality management at home and abroad, aiming at the current situation of service quality management in Huafengshan property. Set up a complete property service quality management system for it. The construction of property service quality management system mainly includes three aspects. The first is to analyze the objectives of Huafengshan property service quality management from the three dimensions of owner satisfaction, company input and social evaluation. The second is to construct the basic support system including the investment guarantee and process control of Huafengshan property service quality management, the third is to construct the running monitoring system of Huafengshan property service quality management, which is based on the information feedback from all sides. The evaluation model of property service quality management is established by questionnaire and analytic hierarchy process. It is hoped that the research in this paper can provide reference for the effective application of the property service quality management system and help to improve the quality management level of the property service company.
【学位授予单位】：西南石油大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：F299.233.47;F274
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