Study On Customer Satisfaction Of LF Residential Project Of S Property Management Company

In recent years,the scale of China's stock real estate has grown rapidly,and people's living standards have been greatly improved,the national property management area,property management enterprises,property practitioners show a rapid growth trend.With China's economic development entering a new stage,the government pays more and more attention to the high-quality development of the property management industry,and the policy is becoming more and more perfect.In order to meet people's growing needs for a better life,better adapt to people's personalized,high-end and professional service needs,and solve the problems of unbalanced and inadequate development of the property management industry,the China Property Management Association defined 2018 as "the year of service quality improvement in the property management Industry".S property management company is an investment holding subsidiary of X group.Since it was founded 20 years ago,it has managed more than 20 million square meters and provided more than 100 service projects.It has won many awards in the industry.However,under the background of the high quality development requirements of the country and the tight profit environment,the service demand of the owner is pluralistic and individualized,the competition of the industry becomes more and more fierce,and the development of the property management company encounters the bottleneck.In particular,the LF project of the company has a series of problems,such as the decline of owner satisfaction and the increase of owner complaints.Therefore,this paper hopes to find out the existing problems and propose improvement strategies through the owner satisfaction study of the LF project.This is of great significance for S property company to develop,cultivate and maintain which are of great significance to the survival and development of enterprises,and to establish and ensure the sustainable development competitive advantage of enterprises.This paper,referring to the relevant theories and ACSI model of customer satisfaction research,constructs the customer satisfaction index model in accordance with the LF project of the S property management company,and sets up the corresponding evaluation index system.Then,a targeted questionnaire was designed,and the satisfaction of 262 households in the LF project was investigated through WeChat,the Interception of the Customer Service Center of the Property and the survey form of the house,and the results of the questionnaire were counted,and the weight of the evaluation index was determined by the correlation coefficient analysis method.Besides,Customer satisfaction strategy matrix and other methods are used to analyze data,and the quality-of-service gap model is used to analyze the causes of management problems.Finally,the rectification measures and promotion strategy of S property company LF project are put forward.By meeting the higher requirements of owners for property services,improving the level of business services,improving the satisfaction of owners,enhancing customer stickiness,laying a solid foundation for enterprises to carry out community service operations,to achieve business model innovation and sustainable development in the future.