The Research On Evaluation Index System Of Customer Value For Property Management Enterprise

With the economic development and the quickening of urbanization process, our country's property management enterprise has made considerable progress and the operator's management level has been improved consistently in the past twenty years. However, it is still in the primary stage at present. There still exist a lot of questions, such as disputes between the operators and the customers, low satisfaction from the customers, collecting fees difficultly, which leads to decrease the profit level of the enterprise. These main reasons include property management enterprise doesn't fulfill its duty. Moreover its inner conduct standard, service process and value evaluation system cannot base on customer-center. Property management has the little risk and the low profit, so one of the basic ways to increasing the benefit is to expand its scale. Realizing the scale effect must gain the customers to dominate the market.Under this background, the text tries setting up evaluation and indexing the system of property management enterprise from the angle of the customers. It tries to change the existed evaluation and the index system which pays more attention to the financial evaluation and less to the customers'demand,and guide the enterprise to regard the satisfaction of the customers'demand and the increasement of the customers'value as the goal of management to improve the service level of property management.Through studying the relevant document on the customer value to property management, we put forword the conception of the customer value of property management and analyse the factors of them. Having analysed the charsacteristics of property management enterprise, the author thinks that one of main reasons for worse economic benefit of property management enterprise is low service level and service quality and small value created for the customers. For this reason, the author has set up the evaluation index system of customers'value for property management enterprise , which considers the customers as the evaluation subject to evaluate how much value the enterprise creates for the customers. In the process of selecting index, The Analytic Hierarchy Process determines the importance of the index relativity. The fuzzy mathematics method has been used to analyse the results about the customers'value comprehensively. Quota investigation method of analysing index has been designed. Performance evaluation and index system of property management enterprise helps the enterprise to find and analyse defects and questions and offers the basis on the...