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The Application of the Theoryof Customer Satisfaction in Property Management of Residence

Author: LiuBin
Tutor: ZhouGuoHua
School: Southwest Jiaotong University
Course: Business Administration
Keywords: Customer satisfaction degree residential area property services Evaluationsystem
CLC: F293.33
Type: Master's thesis
Year: 2011
Downloads: 241
Quote: 0
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Abstract


With the development of city planning, residential development speed is accelerated, following with some problems. These problems are mainly about the customer’s dissatisfaction. Establishing an appraisal system about the property management degree of satisfaction and investigating the customer degree of satisfaction is an effective method that solves the contradictory between owners and the property management company. So how to improve property management service becomes a extremely important issue.This paper begins with the customer satisfaction and analyses the research situation at home and abroad, then introduced the international current several computational method. Through grasping the property management service contents, referring to the former appraisal system, consulting the expert and the administrative person, questioning owner suggestions, the author determined the target about property management customer degree of satisfaction evaluation system, and determined the different target weight, thus established the property management customer degree of satisfaction target appraisal system. In the empirical analysis, the author applied the appraisal system to the city of Tsinan Sea Purple Royal County residential quarters, according to the area of the actual situation and the current property service problems in questionnaire designing and using the questionnaire survey data that are obtained to calculate the integrated property services customer satisfaction index and various indicators of customer satisfaction index. This investigation discovered key aspects that the inhabitant dissatisfied the property management, and put forward the pointed proposal that would improve the property management level of the property company.

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CLC: > Economic > Economic planning and management > Urban and municipal economy > Urban Economics and Management > The real estate economy > Real Estate Management
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