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In this paper, the property management industry in Hangzhou research background on previous relevant service quality, customer satisfaction and customer loyalty , as well as property management literature study , based on empirical research , mainly discusses the property management industry, service quality, customer satisfaction and loyalty between , we find that the property management industry in China in the context of : ( a ) the quality of service for customer satisfaction, have a significant impact ; ( 2 ) the quality of service on customer loyalty , has a significant impact ; ( 3 ) customer satisfaction on customer loyalty , has a significant impact ; ( 4 ) customer satisfaction on customer loyalty of some intermediary role . However, in further studies , we found that the quality of service for each dimension , only reliability, assurance and empathy works on customer satisfaction , but only to ensure and empathy have a significant effect on customer loyalty , which from the industry point our cultural background and ethnic perspective explained. Simultaneously for different demographic variables , we also carried out the corresponding analysis, and finally found that only education for different quality of service perceived differences , while gender, age and marital status for the quality of service perceived no difference . Finally, the paper from the theoretical and practical aspects of this study summarizes the innovation and research significance, and points out the limitations of the study and future research prospects .
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