住宅小区物业管理顾客满意度研究

为了帮助物业管理公司解决管理服务水平低、收费难的问题,将“顾客满意”理论应用于物业管理行业,分析了影响物业管理顾客满意的因素,向物业管理公司提供了调查和分析业主对服务水平评价的工具,建立了住宅小区物业管理顾客满意度评价体系和评价方法,实证分析表明,对于促进物业管理公司管理服务水平的提高具有重要作用。

Many suppliers suffer from the contradiction of the low-level service and the difficultyof charging, and they lack a scientific tool to investigate and analyze people's opinion. In orderto solve this problem, the theory of Customer Satisfaction (CS.) is used in Property Management, andthe system of evaluating the degree of CS (SEDCS.) has been set up in this paper. At last, the articlegives an example Based on the analysis of one residence in Hangzhou, which shows that this researchis very important to the improvement of the suppliers' service.