华亭煤业集团小区物业管理业主满意度测评体系研究

发布时间：2018-07-15 22:04

【摘要】：随着物业管理在现代社区建设和发展中越来越普遍,业主与物业公司之间的矛盾也浮出水面。业主抱怨物业公司物业管理不规范、服务与收费不符;物业公司则反映迟缓、改善意愿消极。如此恶性循环导致物业管理满意度整体偏低。基于此,建立反映住宅小区业主满意度的指标体系,规范物业管理行为,提高物业管理水平,促进社会和谐发展,成为物业公司面临的实际问题。本文从物业管理的起源、内涵和历史沿革出发,分析了城市物业管理的现状和趋势,提出了存在的实际问题。接着以“业主满意度指数理念”为基础,借鉴相关文献,以提出包括6个一级指标和22个二级指标在内的业主满意度评价指标体系。然后,选取华亭煤业集团住宅小区以问卷与访谈形式进行调查。以华亭煤集团住宅小区180户业主(占全体246户业主的73.2%)为调查对象,具有一定代表性。接着运用层次分析法和模糊综合评价法对业主满意度加以评价。最后,通过整理完善,形成比较实际、方便的业主满意度指标体系,为物业管理公司改善管理水平、提升业主满意度提供了有效的管理工具。本研究丰富了传统物业管理的内涵,对物业管理企业规范自身行为、提升管理水平有指导意义。
[Abstract]:With the increasing popularity of property management in the construction and development of modern communities, the contradiction between owners and property companies has also surfaced. Property owners complain that property company property management is not standardized, services and charges are not consistent; property companies are slow to reflect, negative will to improve. Such a vicious circle led to property management satisfaction on the whole low. Based on this, it is a practical problem for property companies to establish an index system to reflect the satisfaction of the owners of residential areas, standardize the behavior of property management, improve the level of property management and promote the harmonious development of the society. Starting from the origin, connotation and historical evolution of property management, this paper analyzes the present situation and trend of urban property management, and puts forward some practical problems. Then, based on the concept of "customer satisfaction index" and using relevant literature for reference, this paper puts forward an evaluation index system of owner satisfaction, which includes 6 first-grade indexes and 22 second-class indexes. Then, Huating Coal Industry Group residential district is investigated by questionnaire and interview. Taking 180 owners (73.2% of all 246 owners) in Huating Coal Group Residential District as the survey object, it has certain representativeness. Then use analytic hierarchy process and fuzzy comprehensive evaluation method to evaluate the satisfaction of owners. Finally, through finishing and perfecting, forming a more practical and convenient index system of owners' satisfaction, it provides an effective management tool for property management companies to improve their management level and enhance their satisfaction degree. This study enriches the connotation of traditional property management, and has guiding significance for property management enterprises to standardize their own behavior and improve their management level.
【学位授予单位】：西安科技大学
【学位级别】：硕士
【学位授予年份】：2015
【分类号】：F299.233.47;F426.21

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