| Real estate service is a service industry accompanying the process of urbanization,which is closely related to the level of regional economic development,especially the development stage of real estate.Since reform and opening up,the property service in our country has experienced several periods,such as the start of industry,reinforcing traditional business,transformation exploration,rapid development,etc.,Leading enterprises in the industry have listed,acquired,consolidated and seized their market shares.By 2021,the market size of the property service industry has reached nearly600 billion yuan.In order to ensure the healthy and stable development of the national economy,the state has taken steps to regulate the real estate market in recent years,and the growth rate of the real estate market has slowed down,which makes the incremental market size of the real estate service industry shrinking.It is a pressing matter of the moment for the real estate industry to concentrate on the stock market.However,although the traditional business has been mature,many small and medium-sized property enterprises still adhere to conventional management in terms of management means,business models and lacking breakthrough innovation,and the quality of property service is far from meeting customer needs.This paper takes the property service quality of QS Software Park as the research object,collects data by issuing five-point Likert scale questionnaire to the customers of the park,and uses SERVQUAL to analyze the property service quality of the park.Five dimensions,Tangibility,Reliability,Responsiveness,Assurance and Empathy,were designed in the questionnaire,with a total of 21 subdivided items.Respondents rated the importance and actual experience level of the investigated items from 1 to 5.The importance degree corresponds to the expected service quality,the actual experience level corresponds to the perceived service quality,and the difference between the two is the service quality of the project.Due to different services have different importance to customers,in order to obtain more authentic and effective data,this paper uses the sample evaluation method to calculate the weight of individual factors and the weight of each dimension based on the respondents’ rating of the importance of each subdivided project,and finally obtains the weighted quality of property service.Through field inspection,interview and questionnaire analysis,it can be seen that the current customers are generally dissatisfied with the quality of property service in QS Software Park.The overall score is low,and there are many deficiencies,such as outdated working methods,low operating standards,unstable talent team,and aging hardware facilities and equipment.Based on the analysis and summary of the above problems and their causes,this paper puts forward four strategies to improve service quality,including improving management concept,establishing a sound quality management system,continuously building talent echelons,exploring new business models,etc. |
