基于SERVQUAL的物业管理服务质量评价研究

Study on Service Quality Evaluation of Property Management Based on SERVQUAL

为改善物业管理服务质量,本文将SERVQUAL模型引入到物业管理服务质量评价中来,构建了物管服务质量评价指标体系,根据PLS路径建模原理确定指标权重,使用重要性绩效矩阵确定优先改进指标,实证结果表明该方法适用有效。

In order to improve the service quality of property management,the SERVQUAL model is introduced to services quality assessment in property management in this paper,to build a service quality evaluation index system of property management,to determine the weight index according to PLS modeling principle,to use the importance of the performance matrix to identify priority improvement indicators.Empirical results show that the method is applicable and effective.