住宅小区物业管理顾客满意度评价研究

发布时间：2018-04-30 05:35

本文选题：物业管理 + 顾客满意度　；参考：《东北林业大学》2013年硕士论文

【摘要】：随着我国经济的发展和城市化进程的加快,人们对住宅的需求量逐渐增多,住宅小区物业管理日益成为人们关注的焦点。物业管理在我国发展的30多年中,取得一定的成效,但物业管理公司缺乏科学的理论指导成为制约我国物业管理水平提高的关键因素。在这种背景下,建立一套完整的科学理论指导物业管理工作、提高物业管理水平显得由为重要。本文将从物业管理的起源、相关概念和内涵出发,介绍我国物业管理行业的发展现状和趋势,进而提出需要解决的问题。在此基础上引入“顾客满意度指数理念”,并借鉴其他相关研究成果,从物业管理公司角度出发,建立住宅小区顾客满意度评价体系。在实证研究中,以哈尔滨市某住宅小区为例,验证住宅小区物业管理顾客满意度评价体系在实际问题中的作用,并对整个评价体系的可操作性和实用性进行检验。结合研究结果,给予物业管理公司科学的理论指导。最后,概括总结本论文的研究结论,并提出对住宅小区物业管理的建议和今后研究的方向。
[Abstract]:With the development of our country's economy and the acceleration of urbanization, the demand for housing is increasing gradually, and property management in residential area has become the focus of attention. During more than 30 years of development of property management in our country, some achievements have been made, but the lack of scientific theoretical guidance in property management companies has become the key factor restricting the improvement of property management level in our country. Under this background, it is important to establish a set of scientific theory to guide the property management and improve the property management level. Starting from the origin, related concepts and connotations of property management, this paper introduces the present situation and trend of the property management industry in China, and then puts forward the problems to be solved. On this basis, the concept of "customer satisfaction index" is introduced, and the evaluation system of customer satisfaction in residential district is established from the angle of property management company. In the empirical study, taking a residential district in Harbin as an example, the paper verifies the function of the evaluation system of the property management customer satisfaction in the residential area, and tests the operability and practicability of the whole evaluation system. Combined with the results of the study, to property management companies scientific theoretical guidance. Finally, the conclusion of this paper is summarized, and the suggestions of residential estate management and the direction of future research are put forward.
【学位授予单位】：东北林业大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F274;F299.233.47

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