小区物业管理服务质量评价体系构建与实证研究

Empirical Research on the Establishment of District Property Management Service Quality Evaluation System

本文在国内外服务质量现状的文献研究基础上,对现有服务质量评价模型进行比较分析。并对构建的小区物业管理质量评价的原始指标体系因子分析对原始指标进行调整;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,将指标体系通过在徐州市的大学城和泰山小区进行实证检验。在分析实证检验的结果地同时提出了一些提高物业管理企业服务质量的措施。

This paper 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. By using methods of correlation analysis and fact analysis,the paper adjusted these indexes,and formed a final evaluation index system,and validated its credibility and the validity. Finally,it applied the evaluation system to the housing districts of Daxuecheng and Taishan in Xuzhou,put forward several measur...