Research On BC Company's Property Service Quality Improvement Strateg

At present,China’s property service industry is developing rapidly,but the service quality of most property companies has not kept pace with the pace of scale development,and the problem of property service quality is prominent,which seriously affects the service experience of residents.As the core competitiveness of property service enterprises,property service quality has always been an important practical issue in the field of property service,which is not only related to the vital interests of residents,but also related to the long-term development of property service enterprises themselves.How to improve the quality of property services and enhance core competitiveness has also become an urgent problem for property enterprises.This thesis takes BC company as the research object,combines literature research method,questionnaire survey method and case study method,designs and distributes property service quality questionnaire based on the five dimensions of SERVQUAL model,finds out the key problems of BC company’s property service quality through questionnaire data analysis,deeply analyzes the causes of the problems and puts forward targeted improvement strategies and safeguard measures.The following conclusions are drawn from this thesis.First of all,the questionnaire analysis finds that BC’s property service quality mainly has the following problems:(1)Tangible dimension: promotional materials are unattractive,physical facilities are seriously aging,and property service equipment are not advanced;(2)Reliability dimension: service is not on time,service commitment is not fulfilled in place,service accuracy and efficiency are low;(3)Responsiveness dimension: the needs of some households have not received effective feedback,the response speed is slow,and the service staff is not active;(4)Assurance dimension: lack of transparency in fees,inadequate quality management,and insufficient professionalism of service personnel;(5)Empathetic dimension: lack of humanistic care,lack of flexibility in service hours,and lack of personalized service.Secondly,combined with the actual management status of BC company,point out the main reason of the problems:(1)poor management of the service team;(2)Lack of management of facilities and equipment;(3)Imperfect system construction;(4)The evaluation criteria are unreasonable;(5)The management concept is relatively backward.Then,targeted improvement strategies are proposed for key issues in each dimension,including:(1)Improving the tangibility of property service quality by innovating the content and form of publicity,strengthening the daily maintenance of facilities and equipment,and increasing the investment of advanced facilities and equipment;(2)Improve the reliability of property service quality by optimizing the personnel structure,improving the specifications of employee positions and responsibilities,and formulating refined service operation guidelines;(3)Improve the responsiveness of property service quality by strengthening employee communication skills training,optimizing communication channel management,and improving employee remuneration;(4)Improve the assurance of property service quality by improving the information disclosure system,improving the performance appraisal system,and strengthening the talent selection and cultivation work;(5)Improve the empathy of property service quality by carrying out humanistic care training and practice,implementing a flexible working system for morning and evening shifts,and expanding differentiated services.Finally,the guarantee measures are proposed from the four aspects,including organizational structure,technology,human resources and organizational culture.In theory,this thesis enriches the research perspective of property service quality.In practice,it also provides ideas and references for other property service enterprises to improve the quality of property services.