Study On Property Management Service Quality Of Residence Community In Chongqing

With the rapid development of the real estate industry,more and more buildings need to maintain professional management,then property services industry as the second real estate development came into being. During the 30 years of development,people’s understanding of the property services industry is changing,from the initial security, cleaning, maintenance, landscaping and other basic services gradually extended to the house-keeping,house-keeping and maintenance, business travel, asset management and a series of special service,which has made people’s life more convenient. The development of Chongqing city property service industry is in the forefront of the whole country,with service projects setting to the subtle aspects of the owners’ life. However,60% of the owners think the service quality is moderate,that could not satisfied the owners from the bottom of their hearts.In view of this situation,it is supposed that the provision of property services should be different according to the Community types,because the owners in the different stages of the demand will change. If you provide property services according to changes in the needs of the owners of the property, not only you can save resources, but also significantly improve the quality of service evaluation of the owners. This paper reconstruct the evaluation system of property service quality,based on Maslow’s hierarchy of needs theory,covering all aspects of the owners’ life,such as the basic necessities of life,safety,social,esteem and self-value or a sense of ownership and other aspects. The demand degree of service is determined by the experience of experts and scholars,namely,to determine the index weight;then the results of the service quality could be obtained through the fuzzy comprehensive evaluation method,which will be dealt with 100 point conversion in order to get a certain score. If the certain index score lower than 60 points,enterprise should pay more attention to this kind of index,and it also indicates that owners’ needs are not satisfied.It is clear that the service quality is related with the fee owners have payed,and owners will do as it like,so Value Engineering theory is introduced to avoid the influence of different fees.According to the final results,the service quality of three community scoring lower than under the evaluation index system,because of the establishment of the different evaluation index,such as the self-realization demand indicators,this also proves that property companies ignored this needs of owners;at the same time,special service also scored low,enterprise could appropriately reduce the investment of resources;from the results of the comparison of the cost,paying more attention to the basic property services make the cost of the residential property service quality higher. So enterprise should ensure the quality of basic services,and then provide owners derivative services according to their needs.