基于SERVQUAL模型的物业服务质量测评——以南京市为例

The Quality Evaluation of Property Service Based on SERVQUAL Model —A Nanjing City Perspective

随着房地产市场的日渐成熟,物业服务质量问题已经成为企业界和学术界关注的热点问题,物业服务质量的有效测评对于提高物业企业服务水平和业主满意度具有重要的现实意义。以SERVQUAL模型为理论依据,构建了物业服务质量评价体系,并以南京市住户为研究样本,通过问卷调查的方式对物业服务质量进行测评。结果表明南京市物业服务整体水平一般;可靠性和响应性维度对物业服务质量的影响最为显著;在不同的物业档次下,物业服务质量具有显著的差异,档次越高的物业,住户对物业服务质量的整体评价也越高。最后,根据研究结论,提出改进物业服务质量的相关建议。

With the development of real estate market, the quality of property service has been a hot issue in both industry and academy. Effective quality evaluation of property service has important realistic meanings to improve the level of property service and to increase owners＇ satisfaction. Based on the SERVQUAL model, the article builds the service quality evaluation system of property enterprises, and evaluates the quality of property service through the questionnaire taking those residents in Nanjing as the study samples. The results show that the overall level of property service in Nanjing is the average. Dimensions of reliability and responsiveness have the most important influence on the quality of property service. Differences in the grades of property management fee cause significant differences in the quality of property service, and the higher the grade of property is, the higher the integral evaluation of the service quality will be. Finally, according to the conclusions, this paper puts forward related suggestions for improving the property service quality.