【作者】 陈雪冰；

【导师】 魏文斌；

【作者基本信息】 苏州大学 ， 工商管理， 2008， 硕士

【摘要】 物业管理服务质量已成为物业管理企业竞争的关键要素之一。中国全面融入世界经济一体化以后,国内的物业管理行业面临严峻的挑战。与国外发达国家相比,我国的物业管理企业由于起步晚、起点低,在管理水平和业务素质上存在着很大的差距。即使是东部经济发达地区,物业管理企业在服务质量意识和服务质量管理等方面也还处于较低水平。随着国内物业管理企业在常规服务项目上的日趋同质化,提升物业管理企业服务质量的管理策略已成为物业管理企业的核心竞争力。本文针对物业公司提高服务质量水平的需求,以服务质量管理和物业管理理论为指导,运用案例研究和问卷调查方法分析了影响张家港今日物业公司服务管理质量的因素,并通过对几个典型的小区进行问卷调查,探讨了今日物业公司服务质量上存在的问题及产生的原因。针对物业公司服务质量存在的问题,从影响服务质量的评价、分析及管理等方面提出了物业公司提高服务质量水平的对策建议。为物业公司持续发展改进服务质量提供了决策依据和有效的操作方法。更多还原

【Abstract】 The service quality of estate management has become one of the key elements in the competition of estate management companies. Chinese estate management is facing severe challenges since China’s involvement into global economic integration.Compared with other developed countries overseas, there exists great gaps in terms of our management level and professional competence because we started quite late with low basis. Even in economically developed easten regions, our sense and management of service- quality is not highly raised yet. With the increasing homogenization in regular service items of domestic estate management companies, the management strategy promoting service quality has become core competitiveness of estate management companies.Aiming at the needs of promoting service quality, directed by the theory of service quality-management and estate management, implementing methods like case study and questionnaire survey, this text analizes factors affecting Zhang Jiagang Jinri Estate Management Company’s service quality. Through case study and questionnaire survey to some typical residential communities, the text explores the existing problems as well as reasons, proposing some suggestions on how to settle these problems of estate management companies from the aspect of eveluation, analysis and management for service quality. It provides decision-making basis and efficient practices for continuous development to improve service level of estate managment companies.更多还原