住宅物业管理服务质量评价体系的构建及应用研究

【作者】 胡志健；

【导师】 许前；

【作者基本信息】 南京理工大学 ， 管理科学与工程， 2007， 硕士

【摘要】 物业管理在中国虽有20多年的发展,但目前仍处于初级阶段,加入WTO后物业管理业充满机遇,也面临巨大的挑战。面对机遇与挑战,要想获得生存与发展,提高服务质量,建立以业主为中心的服务质量体系,是物业企业的必然选择。本文首先介绍了国内外对服务质量的研究现状,并对服务质量评价模型进行了比较分析。其次,在此基础上构建了住宅物业服务质量的原始指标体系;通过相关分析和因子分析对原始指标进行了调整,形成了最终的住宅物业服务质量评价指标体系;通过信度和效度检验验证了评价指标体系的可靠性和有效性。最后,将指标体系应用到连云港市的苍梧和玉带新村两住宅小区中,对其总体服务质量进行了评价与比较,并提出了一些优化物业企业服务质量的措施。更多还原

【Abstract】 China’s property management has developed for more than 20 years, but it is still at the immature stage. After China’s accession to WTO the industry of property management confronts tremendous opportunities as well as challenges. In order to survive and develop in such a situation, it is vitally for the industry to improve its service qualities and establish a service quality system which is focusing on the owner of property.Firstly, the thesis introduced the present research situation of the service quality of property management both at home and abroad, and made a comparative analysis on the evaluation models for service quality. Secondly, the thesis built up an original evaluating index system for service quality of residence property management. By using methods of correlation analysis and fact analysis, the author adjusted these index, and formed a final evaluation index system, and validated its credibility and the validity. Finally, the author applied the evaluation system to the housing districts of CangWu and YuDaiXinCun in LianYunGang, evaluated and compared their effects, then put forward several measures to improve service quality of property management.更多还原