Study On Customer Service Quality Promotion Of Lanxin Company Based On Customer Satisfaction Degree

With the rapid development of Chinese economy, urbanization level becomes higher and higher, and people also pursue a high quality life. Comfort, safety living environment and enthusiastic, thoughtful property service become the widespread request of people to housing conditions. Residential property service quality has been the focus of attention. But compared with the more than a hundred years development history of western developed countries, domestic property management industry started late, especially in the residential area property management is still a sunrise industry, the development level of property services lags behind the people demands of service quality, domestic property services still has very large development space.This article consists of five parts. The first part discusses the research background and the value of the article. The second part expounds property management theory from two aspects of owner satisfaction and service quality evaluation theory. The third part uses Lanxin garden which managed by Lanxin company as an example, according to the analysis of contradiction which between owners and property company, and the problem which types of services and service quality can not meet the needs of the owners in real work, uses property management owner satisfaction index assessment system, constructs property management owner satisfaction assessment index. The forth part calculates owner satisfaction with the aid of statistical survey data, then does an empirical analysis for owner satisfaction, gets the key factors affecting the owner satisfaction. The fifth part discusses the quality promoting of residential property services by the empirical analysis results, proposes customer service quality improvement strategy by the key factors which affect the owner satisfaction, and puts forward some personal opinions by Lanxin garden’s reality. Hope to provide reference for the residential district of Lanzhou petrochemical company and similar state-owned enterprises’ property service quality promotion optimization.