Research On Engineering Quality Management Of Real Estate Projects Based On Customer Satisfaction

In recent years,China's real estate industry is becoming increasingly competitive.It can be predicted that in the near future,it is inevitable for China's real estate market to enter the buyers' market with relative oversupply.The customers' purchase psychology is growing matured and consumption intention is getting rational.This makes the external competition more intensive.In order to better understand and attract customers,survive and develop in the difficulty situation,Real estate enterprises should not only to work hard on improving product quality,product value,and corporate image,but more importantly,to satisfy customers and realize customer loyalty.Only in this way can they create sustainable profits and achieve enterprise development.Therefore,real estate enterprises to enhance customer satisfaction will become an important factor for their survival and development.The main purpose of this research is to find the key factors of customer dissatisfaction caused by poor residential quality,and in view of these factors to explore the methods of improving the quality management system of ZH Company.This research will be beneficial for large real estate companies to perfect the quality management system,and to improve the quality of housing with reference significance.It also offers certain reference value to reduce the quality complaints and to improve the customer satisfaction in the project maintenance stage.Firstly,through literature research and satisfaction survey at the company level,this study finds that the focus of improving customer satisfaction is to improve the quality of the house itself and maintenance service quality.Secondly,through the analysis on the quality problems and maintenance service problems of the G project owners ' complaints delivered by ZH Company,using Pareto method,causality graph method and fuzzy comprehensive analysis method respectively,it is revealed that the key management factors of the influence are the weak maneuverability of the current quality management system and the lack of corresponding performance appraisal measures.The last but not least,this study puts forward the improvement measures of quality management from the aspects of quality management system,stakeholder management and standardization in view of the key factors found.Through the follow-up project implementation process validation,this study also provide countermeasures and suggestions for the final extraction of best practices in quality management.