小城镇住宅物业服务满意度及其影响因素研究

Study on Property Service Satisfaction and Its Influence Factors of Small Town

物业服务是衡量居民居住满意度的重要标准,改善物业服务可以提高小城镇的人口集聚能力。以小城镇为对象,本研究选择了22个影响因子,基于浙江省温州地区26个小城镇的调查数据,运用SPSS19.0软件,采用回归分析方法,对住宅物业服务满意度开展实证研究。结果表明:对各项物业服务满意度影响的9个业主和物业服务属性因素中,委托方式、文化程度和性别影响较大,家庭人口和入住时间的影响较小;在综合物业服务满意度的12个单项影响因子中,处理投诉和服务态度两个因子的影响最大,系数分别为0.444和0.234。希望本研究为制定提升小城镇住宅物业服务水平、优化人居环境的政策提供参考。

Property service is an important standard to measure residents＇ living satisfaction, improving property services can improve the population concentration ability of small towns. This study look at small towns as subject, selected 22 factors, the survey data of 26 small towns in Wenzhou area based, use the SPSS 19.0 software and regression analysis method, carry empirical study on the satisfaction of residential property service. The results show that： there are 9 attributes of owners and property services that affect the satisfaction of various property services. Entrustment, culture and gender are big influencing factors; family population and occupancy time are small influencing factors. There are 12 influencing factors of property service satisfaction, solve the complaints from owners and service attitude are two greatest influencing factors, coefficients were 0.444 and 0.234. This research can help to formulate policies that enhance residential property service level and optimizing the living environment of the small town.