Research On The Construction And Application Of Service Quality Evaluation System For Residential Property Management

China's property management industry has been born for more than 30 years.It has experienced a process from scratch,from disorder to legal compliance,and then to the gradual improvement of laws and regulations.In recent years,with the continuous development of China's economy and the continuous optimization and upgrading of economic structure,the consumption demand of the tertiary industry has gradually become the main body,while property services,as an integral part of modern service industry,show vigorous vitality and good development trend with the growing stock market.In the Outline of the 13 th Five-Year Plan for Urban and Rural Housing Construction,it is clearly pointed out that it is a key task to promote the development of property services during the 13 th Five-Year Plan.At the same time,the service quality of property management is difficult to evaluate scientifically and objectively,and the overall service quality level of the industry does not match the rapid development of the industry scale.Based on the above situation,this paper mainly from the perspective of property management company,strives to establish a set of scientific,practical and applicable residential property management service quality evaluation system,to provide effective methods for improving the service quality of residential property management.Firstly,through studying the theory of service quality evaluation and the research status of service quality evaluation of property management in residential areas at home and abroad,combined with the existing laws and regulations,the evaluation index is selected from the practical point of view;secondly,through the two steps of forecasting test and formal test,the preliminary index set is optimized by factor analysis and correlation analysis,and the formal index set is formed.Secondly,the index set is empowered by analytic hierarchy process,and a complete evaluation index system is obtained.Finally,a residential district in Wuxi City is taken as an example,and the fuzzy comprehensive evaluation method is used to make an empirical analysis.The empirical results show that environment and safety management,equipment management are the two most important factors affecting the quality of property management services in residential quarters.Practice has proved that the evaluation system and analysis method constructed in this paper is reasonable and practical,and can be well applied to the evaluation of the service quality of property management in residential areas,and can help property service enterprises find the shortcomings of service quality and effective improvement direction and measures.