Research On The Service Management Of Real Estate Company Based On Customer Satisfaction Measurement

There is a saying in the management world. That is measurement is the first step of management which decides management control, then change can be realized. Without good way of measurement, you can do nothing about control and making improvement. China Real Estate industry is a relatively young industry. However, with fast development of China marketing economy, cosumers especially those living in the big cities gradually become rational during buying and selling process. They are putting forward much higher ranking request from property companies. In the eyes of cosumers, property companies not only serve as house producers, they are all kinds of living services providers which should meet consumer need. But a lot of work should be done by property companies to well-recognize their duty and mission. Since enterprises aim to reach customer satisfaction and it is crucial for them to develop a good way of measurement. Property companies also focus their mind on developing an efficient system to measure their customer satisfaction. So far there have no institution or person to make measurement or research on property customer complete satisfaction toward services management. That's why property customer satisfaction measurement and application has been made in this research. Additionally, positivism methodology combined with market survey has been applied to this research. In this way, dissatisfaction point and underlying reason can be found so that more reference can be used by property companies to improve their work. In this way, they can be more competitive in the market.Firstly, China Real Estate industry background combined with relative service management theory, customer satisfaction and customer relationship management research is introduced in this thesis. After making property consumer analysis and their satisfaction formation process, an evaluation system suitable for China property company is built. This evaluation system is built through several steps, such as customer need analysis, construction of customer satisfaction estimation, customer satisfaction survey and evaluation.According to the evaluation result, some in-depth analysis of propery customer satisfaction has also been made, from market maturity, law construction to management and profit generating ability of property companies. Finally, solution to the existing problem is put forwad in order to promote service management improvement for China Real Estate companies.