基于委托方满意度视角的代建服务质量评价研究——以金地管理经验为例

Research on Quality Evaluation of Construction Agency Services from the Perspective of Client Satisfaction——Taking Jindi Management Experience as an Example

本文基于委托方满意度视角,结合金地管理公司实际经验,构建代建单位服务质量体系及关键指标评价方法。代建项目服务质量体系包括专业服务、沟通服务及增值服务,关键衡量指标包括委托方满意度、复订率、在管项目解约率等,关键指标与服务质量体系存在相关关系,可为代建企业改善服务质量提供重要参考。

This article is based on the perspective of client satisfaction,combined with the actual experi-ence of Jindi Management Company,to construct a service quality system and key indicator evaluation method for the construction agency.The service quality system of construction projects includes professional ser-vices,communication services,and value-added services.Key measurement indicators include client satis-faction,repurchase rate,and termination rate of projects under management.There is a correlation between key indicators and the service quality system,which can provide important reference for construction enter-prises to improve service quality.