【作者】 齐素会；

【导师】 韩朝；

【作者基本信息】 北京林业大学 ， 管理科学与工程， 2013， 硕士

【摘要】 我国高速发展的物业管理行业,使得物业管理企业对人才培养的需求越来越大。但是由于物业行业从业人员的特点和培训现状的不足,使得物业管理企业急需一种有效的、专业的人才培养平台。于是,基于E-learning平台的物业培训网站应运而生。既然物业培训网站对物业管理行业有着极其重要的现实意义,那么如何保证和指导物业培训网站的运营成为项目组最重要的研究课题。尤其是在当前“以客户为中心”的市场背景下,怎样开拓新客户、维系旧客户、提高客户满意度及忠诚度成为物业培训网站的首要目标。本文首先对物业管理企业培训现状和国内外E-learning平台在培训中的应用情况进行了大量的研究和分析,论证了E-learning平台在物业管理行业网络培训体系中应用的可行性和有效性。从而使得物业培训网站无论从理论意义和现实意义上都有了强大的支撑,这样对物业培训网站客户满意度的研究就显得有了实际意义。其次,本文基于层次分析法建立了物业培训网站客户满意度评价指标体系,确立了各个指标对应的权重,并且利用模糊评价法对网站的客户满意度进行了综合评价。最后,文章结合对客户满意度评价结果的分析,设计和开发了物业培训网站的客户关系管理系统,以达到提高客户满意度和有效管理客户信息的目的。更多还原

【Abstract】 With the rapid development of the Property Management industry in china, the demand for personnel training are growing more quickly in Property Management companies. However, due to the Characteristics of the Property industry practitioners and the disadvantage of the training status, the Property Management companies need an effective, professional personnel training platform urgently. So the Property Training Website which based on the E-learning platform is emerging. Since the Property Training Website has a very important practical significance to the Property Management industry, and then how to ensure and guidance the operator of the Property Training Website will to be the most important research topics for our project team. Especially in the context of "customer-centric" market that how to develop new customers and maintain existing customers, improve customer satisfaction and loyalty have became the primary goal to the Property Training Website.Firstly, in this article, a lot of research and analysis to the training status of property management companies and the application of E-learning platform in the corporate training both at domestic and international have been conducted, which has demonstrated the feasibility and effectiveness of E-learning platform’s applications in the property management industry network training system. Thus making Property Training Website has strong support both in theoretical and practical significance. So the research to the customer satisfaction of the Property Training Website will has real meaning. Secondly, I establish a customer satisfaction evaluation index system of the Property Training Website based on the Analytic Hierarchy Process, determine the corresponding weight of each indicator. Then I take comprehensive evaluation to the customer satisfaction of the website by fuzzy evaluation method. Finally, combined with the results of the evaluation to customer satisfaction analysis, I design and develop a CRM system for the Property Training Website, in order to improving customer satisfaction and manage customer information effectively.更多还原