Research On Property Service Quality Management System Based On Service Quality Model

The rapid development of China’s economy led to the rapid development ofChina’s real estate and relevant industries property——management.However,as thesociety progresses, the development of technology and people’s living standardscontinue to challenges to the property management industry development. The real-estate service enterprise must to improve the level of their own service.Quality is thesurvival of the enterprise.Since property management is an emerging serviceindustries, it is necessary to improve the quality of service in order to survive in thefuture competition.In fact,quality of property service is not satisfactory because thecustomer complaints about the property service quality happen frequently,it isbrought into the current public focus.Now, how to improve the quality of propertyservices has become the focus of the research of the property management industry.This article selects the service quality management system based on the servicegap model to study the issue through analyzing the reasons for formation of the gapbetween property services and set up a quality management system of propertyservices to enhance service quality. Firstly, this article reviews the basic theoriesabout the concepts of service,quality of service,service gap model and propertyservice quality management system at home and abroad,proposing researchbackground of the article,research purposes and research significance.Secondly,itexpounds service gap model, quality of service management system and other basictheories, which paves the way for the following research.Followly,it takes Liuzhouresidential quarters for the study sample,using the service quality gap model to sortout the factors affecting the quality of service and surveying service enterprise gapthrough the evaluation of questionnaire by service quality gap model to analyze thereasons for the gap between the quality of service that affect the property. The fourthpart combines the third part of the survey results and analysis,builds a service qualitymanagement system,which consists of three subsystems:the quality of propertyservices organization system,quality control system of property services,propertyservices, information communication system and property service recovery system.Lastly,through analyzes Liuzhou property services companies-Company B PropertyServices Quality System Management practice.The outcome of this research is:TheServices Quality Management System is conducive to improve the quality ofproperty services,increase corporate economic gain,is conducive to enhancecustomer satisfaction and loyalty,improve the competitiveness of enterprises ofproperty services,and promote the healthy development of the industry.