Research On Customer Satisfaction Improvement Strategy Of J Real Estate Company

In recent years,with the increase of downward pressure on economic growth and tightened policy regulation,the real estate industry is facing new challenges in the current economic background.A series of new situations,such as the rational choice of products,intense competition and the higher quality of products are the challenges that real estate companies must face in the future.Real estate companies need to rebuild customer-centric service management concept,multi-channel understanding of customer needs,take active and effective measures to optimize customer experience.At present,most of the literature on real estate satisfaction is based on the macro level,but the literature on the improvement of enterprises is relatively limited.Therefore,it is of great significance for the development of real estate enterprises and even the whole industry to carry out customer satisfaction research on real estate projects.Based on theoretical research at home and abroad,this thesis uses the method of internal satisfaction data to find out the problems in satisfaction management of real estate enterprises.Based on the theory and practical experience,this thesis establishes a customer satisfaction evaluation model by expert interview,and sets up a customer satisfaction evaluation index system.By calculating the weight of the index system with AHP,a customer satisfaction evaluation index system including property service,sales service,post-contract communication service,housing design and housing quality is constructed.Through the case of J real estate company to carry out empirical analysis,with a questionnaire survey to collect J real estate company customer evaluation data,and based on this data to carry out comprehensive evaluation.By referring to the final calculation data of each index in the index system,the overall analysis of satisfaction level shall be conducted,and the pertinent measures for J real estate company in respect of management concept change,organizational structure adjustment,assessment system optimization,housing quality improvement,housing design optimization and property service improvement shall be summarized.It is expected that this study can provide a reference for the future development direction and major decisions of J real estate company.