Research On Improvement Of Property Management Based On Internal And External Customer Satisfaction Conflicts

With the continuous development of China's property industry,property management companies are facing fierce market competition.How to maintain their advantages in the competition is increasingly becoming the focus of property companies.Comprehensive performance is the lifeline of the property company,which is its core competitiveness and the focus of attention.The fundamental of the performance improvement of the property company is to improve the property service satisfaction.However,improving property service satisfaction requires the property company to invest a lot of manpower,financial resources and material resources.Therefore,property companies need to allocate reasonable resources and put limited resources into the most critical areas.Academic research in property management has always started from the owners,with the owner as the research object,and has proposed a series of suggestions for property service improvement.After so many years of academic research,although the research is getting deeper and deeper,the property is still the service industry with the highest complaint rate.This shows that there is a one-sidedness in the research of the main research objects of the owners in property management,and it is difficult to grasp the key links.Therefore,on the basis of absorbing previous research,this article conducts research from the two subjects of the owner and the property company employee at the same time,starting from the perceived conflict between the two subjects and their service satisfaction.Based on the related theories of internal and external customer satisfaction,the article introduces satisfaction conflict,conflict coordination mechanism and property company performance.Explore the relationship among the three:(1)the relationship between satisfaction conflict and corporate performance;(2)the relationship between conflict and coordination mechanisms;and(3)the impact of conflict and coordination mechanisms on the performance of property companies.The empirical research results show that there is a difference in the perception of the satisfaction of property services between the owners and the property company employees.This dissertation regards this difference as satisfaction perception conflict,and finds that the conflict of satisfaction has a negative correlation with the property company's performance.That is,the higher the degree of conflict,the lower the company's performance.However,when the conflict coordination mechanism is introduced,the conflict of satisfaction perception between the owner and the property company staff will be weakened,which can promote the property company to achieve higher performance.This article also discusses what kind of conflict coordination mechanisms should be adopted when encountering different types of satisfaction conflicts to most effectively improve company performance.Based on the results of empirical research,how the property company can improve performance through improved management and further explore.Proposed from the following two aspects:(1)reduce the conflict of satisfaction,start from the source to eliminate the conflict factors.(2)When the conflict of satisfaction has occurred and is unavoidable,the conflict coordination mechanism is adopted to improve the management of the property company and the conflict coordination mechanism is fully utilized.Through the application of the two types of measures,the conflict of satisfaction in property management is reduced,and the performance of the property company is significantly improved.