Research And Empirical Analysis On Customer Satisfaction Index Of Real Estate Project

Since the real estate reformed, real estate production has made rapid development, especially the development of real estate in particular. With the market competition intensifying, companies will shift their focus from the competition for market share to the customer share. Customers become a key strategic resource for enterprise development. The real estate industry is quite vacant for research in this area of customer satisfaction evaluation. Therefore, the establishment for enterprise customers based on customer satisfaction evaluation assessment system has great significance to increase the market competitiveness of the real estate industry.This paper is divided into four parts for the customer satisfaction research of real estate projects:1. The concept and study of customer satisfaction have been reviewed and summarized in this paper. The paper has stated the standard definition of customer satisfaction. Based on the characteristics of real estate products, it has set forth the definition of real estate’s customer satisfaction and analysis of affecting factors of real estate customer satisfaction. It also contrasted a few commonly used methods in customer satisfaction modeling, and summarized the advantages and disadvantages as well as application scenarios for selection and application of the research tool in the follow-up work.2. In reference to many years’ experience of enterprise customers’ management, it has researched the internal experts. The satisfaction of the influence factors and weights have been cleared by using the Analytic Hierarchy Process(AHP). It has initially established the index system of customer satisfaction in environmental planning, supporting facilities, building design, building quality, sales services and property management.3. It used the questionnaire survey method to do empirical research about YX Real estate Enterprises. It also statistically analyzed the questionnaire results with Fuzzy Comprehensive Evaluation(FCE) method, assessed satisfaction results and cleared the problems and their causes.4. The paper used Quarter map model flexibly to build action matrix for increasing customer satisfaction. Focusing on the high importance and low satisfaction index, it put forward the improvement solutions. Learning from the best practice of benchmarking enterprise customers’ satisfaction and combining with the actual situation of the enterprise, it constructively stated the suggestions and steps of the company’s customer satisfaction.