Research On Service Quality Optimization Of XX Property Companybased On Project Management

As the “flower of service” of the tertiary industry,modern property service is the continuation and improvement of comprehensive development of real estate,and is an important part of modern urban management and real estate management.Because China's traditional property service companies have been typical labor-intensive enterprises in the past few decades,they are strictly in accordance with industry service standards and management processes,mechanical implementation and operation,lack of management flexibility and workability,and less emphasis on the application and practice of new scientific and technological achievements in property services.The whole industry is still at a relatively lower level of living level,it is a long-term lack of correct understanding and practice of high-quality performance management,unremitting pursuit and effort of quality service,and knowledge accumulation and service optimization for daily business management activities.It makes a big gap between the service content and service quality and the requirements of the majority of owners.The satisfaction of majority of owners on property services is generally not high.The contradiction between the owners and the property service departments is increasing rapidly,the property complaint rate continues to grow,and complaints are getting simpler and lower.Aiming at the above problems,this paper introduces the project management theory and methodology into the research of property service quality optimization,proposes a property service quality survey program based on project management,and constructs a property service quality evaluation model based on the American customer satisfaction index model.Based on the SERVQUAL quantization table,the property service quality evaluation index system based on Maslow's hierarchy of needs is designed and weighted.Using SPSS software and fuzzy comprehensive evaluation method to analyze the results of questionnaire survey,this paper generalizes and summarizes the key influencing factors of XX company's property service quality as “community environment”,“community security”,“community culture” and “community service”.According to the 23 indicators reflected by the owners,this paper proposes 11 practical optimization strategies,and looks forward to the expected results from the perspectives of specialization,humanization and satisfaction.Based on thinking and perspective of project management,this paper is not only a theoretical innovation in the field of property service quality optimization in China,but also provides guidance and reference for domestic property companies to manage and control property service quality from the perspective of project management,and comprehensively improve the service quality awareness and service level of the property industry,improve the property service management system and system,and help the development of China's property industry.