Research On The Customer Satisfaction Evaluation System In Property Management Of Residence

From the property management company perspective, this thesis makes a study onresidence of commercial housing and some works of customer satisfaction index homeand abroad. Then a new scientific and operable evaluation index system is proposed tosurvey and analyze the service quality of the property management company and aim topromote the development of property management in residence in china.By learning from ACSI and other customer satisfaction theory and methods, in thisthesis each phase in the process of customer satisfaction evaluation is discussed fully,including the design of index system, the generation of all indexes’ weight in eachhierarchy and choosing an appropriate comprehensive evaluation method. Then a newcustomer satisfaction evaluation system in property management is established whichaims at the residence introduced in the empirical analysis, but the theory and methodsused should possess widespread value.After that the thesis designs the questionnaire to investigate and gather up a greatamount of firsthand data. Afterwards, the single indicator of customer satisfaction indexand the comprehensive customer satisfaction index is obtained through statistic, analysisand calculation on these data. Finally through comprehensive analysis on the result thekey index facts are confirmed and then based on them the thesis proposes somesuggestions to improve the property management services.