Research On Evaluation And Improvement Of Service Quality Of Property Company

With the rapid progress of urbanization in China,the scale of management and service of traditional residential districts has also increased rapidly.If we divide the property service into the initial stage(1981-1994),a few coastal areas begin to appear the rudiment of property service enterprises;the normative stage(1995-2003),with the "New City" as the criterion.The national system marked by the Measures for the Management of Building Residential Quarters has begun to push the whole industry forward;at the stage of development(2004-present),the management scale and service quality of property enterprises have been further improved,the concept of intelligent property services has been put on the agenda,and the promulgation of laws and regulations such as the Regulations on Property Services and the Property Law has marked the formality of China's property services industry.Enter the market-oriented stage of rapid development.However,with the rapid expansion of management scale,various service issues have begun to highlight,property disputes occur from time to time,customer satisfaction survey system does not have a unified industry standards and methods,the vast majority of small and medium-sized property enterprises do not know where to start.Therefore,through the actual management of existing property companies,combing a complete and easy-to-use system and method of service quality and satisfaction survey and evaluation of property companies is particularly important for improving the authenticity of customer satisfaction survey of property enterprises and helping property enterprises to improve their service,which is an important topic of practical significance and theoretical significance.Due to the complexity of property services,including traditional residential,commercial,industrial parks,tourist attractions and other forms,in order to simplify the research model and have industry representation,this paper takes the traditional residential areas with the largest population base and the most difficult management as the research model,through the analysis of the research results of customer satisfaction at the present stage at home and abroad,and specializes in property companies.With the help of the staff,the representative enterprises and target communities were delineated for investigation and analysis,and the relevant evaluation system and model were established through the construction of investigation model and parameter reorganization.Taking Lidu Garden District of Chengdu Shuxin Property Service Co.,Ltd.as an example,through the analysis of the actual management situation of the district and the questionnaire investigation,this paper uses the method of fuzzy comprehensive evaluation to screen the service units of the enterprise,finds out the key factors leading to customer dissatisfaction and the direction of improvement,and then forms a complete and easy-to-use service quality of the property enterprise.Quantitative evaluation system and model provide an easy-to-operate and scientific method for future investigation and analysis of owner's evaluation of the service quality of the property enterprise.Based on the data and results of the investigation,corresponding suggestions and opinions are put forward to improve the service quality.