摘要
随着存量市场的增长,物业服务业展现良好的发展态势,但是与此同时物业服务质量存在着难以科学客观评价的问题。基于以上现状,本文通过对相关理论的学习和梳理,在现行相关法律法规的基础上选取五个方面共计17个指标,然后运用层次分析法确定指标权重从而构建定量模型,最后通过实证分析验证本研究方法和评价体系的合理性。结果表明在住宅小区物业管理过程中,综合服务质量主要取决于设备管理、环境和安全管理。
With the growth of the stock market,the property service industry shows a good development trend,but at the same time,the quality of property service is difficult to evaluate scientifically and objectively.Based on the above situation,this paper through the study and combing of relevant theories,on the basis of the existing relevant laws and regulations,selects a total of 17 indicators from five aspects,and then uses the analytic hierarchy process to determine the weight of indicators to build a quantitative model.Finally,through empirical analysis,the rationality of this research method and evaluation system is verified.The results show that in the process of property management in residential quarters,the quality of comprehensive service mainly depends on equipment management,environment and safety management.
作者
张嘉辰
周云
ZHANG Jia-chen;ZHOU Yun(College of Civil Engineering,Suzhou University of Science and Technology,Suzhou 215000,China)
出处
《价值工程》
2019年第16期51-54,共4页
Value Engineering
关键词
物业管理
服务质量评价
层次分析法
property management
service quality evaluation
analytic hierarchy process
