本文關(guān)鍵詞： 住宅開發(fā)項(xiàng)目 客戶端投訴 評價(jià)指標(biāo)體系　出處：《西安建筑科技大學(xué)》2014年碩士論文　論文類型：學(xué)位論文

【摘要】：隨著市場經(jīng)濟(jì)的發(fā)展和居民生活水平的不斷提高，消費(fèi)者對居所房屋的要求也在發(fā)生著明顯變化，尤其在上個(gè)十年的房地產(chǎn)黃金發(fā)展期，房屋作為市場經(jīng)濟(jì)下的一種產(chǎn)品，實(shí)現(xiàn)了從居住功能要求到生活品質(zhì)體現(xiàn)的轉(zhuǎn)變，消費(fèi)者對房屋的要求越來越高，他們已不僅僅關(guān)注自己戶內(nèi)施工質(zhì)量、設(shè)計(jì)缺陷、銷售承諾的問題，還越來越關(guān)注公區(qū)的裝修設(shè)計(jì)、園區(qū)的景觀和設(shè)施配套、周邊的生活配套等，甚至?xí)瞬殚_發(fā)商的運(yùn)營流程和政府的監(jiān)督管控是否有疏漏。業(yè)主投訴的問題越多，就意味著越不滿意，而在房地產(chǎn)市場上靠產(chǎn)品差異化、銷售推廣策略競爭優(yōu)勢的時(shí)代已過去，客戶滿意度已成為開發(fā)商實(shí)現(xiàn)品牌溢價(jià)的核心內(nèi)容。所以對開發(fā)商來講，提升客戶滿意度有一項(xiàng)迫切且重要的工作，就是降低業(yè)主的不滿意度。 本文采用理論研究與實(shí)際應(yīng)用相結(jié)合的方法，系統(tǒng)研究住宅開發(fā)項(xiàng)目客戶端投訴評價(jià)指標(biāo)體系，通過經(jīng)驗(yàn)數(shù)據(jù)把易引發(fā)客戶投訴的問題梳理出來，然后通過前期運(yùn)營做風(fēng)險(xiǎn)預(yù)控管理，實(shí)現(xiàn)交付時(shí)客戶投訴最小化。首先，在收集整理國內(nèi)外相關(guān)資料和文獻(xiàn)的基礎(chǔ)上，系統(tǒng)地闡述了房地產(chǎn)住宅開發(fā)項(xiàng)目的國內(nèi)外研究現(xiàn)狀及相關(guān)方法；其次，結(jié)合客戶端投訴統(tǒng)計(jì)數(shù)據(jù)系統(tǒng)分析了房地產(chǎn)住宅項(xiàng)目客戶端投訴的現(xiàn)狀，主要包括客戶端投訴的一般處理流程以及典型投訴的分析；再次，在整理分析文獻(xiàn)資料及總結(jié)項(xiàng)目客戶端投訴統(tǒng)計(jì)數(shù)據(jù)的基礎(chǔ)上，系統(tǒng)的選取住宅開發(fā)項(xiàng)目客戶端投訴評價(jià)指標(biāo)體系的各個(gè)指標(biāo)，主要包括項(xiàng)目的定位決策、規(guī)劃設(shè)計(jì)、成本控制、施工管理、銷售服務(wù)五個(gè)方面，，從而構(gòu)建了住宅開發(fā)項(xiàng)目客戶端投訴評價(jià)指標(biāo)體系。最后，以構(gòu)建的指標(biāo)體系為客戶端投訴評價(jià)的內(nèi)容框架，針對A項(xiàng)目，通過統(tǒng)計(jì)分析其1192起投訴數(shù)據(jù)，利用改進(jìn)的層次分析法和模糊綜合評價(jià)法，建立綜合評價(jià)模型，對A項(xiàng)目進(jìn)行系統(tǒng)性綜合評價(jià)，并總結(jié)該項(xiàng)目的經(jīng)驗(yàn)教訓(xùn)，為后續(xù)項(xiàng)目的開發(fā)建設(shè)提供借鑒，通過倒逼機(jī)制做風(fēng)險(xiǎn)預(yù)控管理，從而減少后期業(yè)主的投訴。
[Abstract]:With the development of the market economy and the continuous improvement of the living standard of the residents, the demands of the consumers on the residence house are also obviously changing, especially in the golden period of the real estate development of the last decade, housing as a kind of product under the market economy. Has realized the transformation from the living function request to the life quality embodiment, the consumer to the housing request is getting higher and higher, they have not only paid attention to their own indoor construction quality, the design flaw, the sale commitment question, More and more attention has been paid to the decoration and design of public areas, the landscape and facilities of the park, and the living facilities around the park. They will even check whether there are any omissions in the operation process of the developers and the supervision and control of the government. The more problems the owners complain about, This means that the more dissatisfied, and in the real estate market by product differentiation, sales promotion strategy competitive advantage is over, customer satisfaction has become the developer to achieve brand premium core. There is an urgent and important job to improve customer satisfaction, which is to reduce customer dissatisfaction. This paper adopts the method of combining theoretical research with practical application, systematically studies the evaluation index system of client complaints in residential development projects, and combs out the problems that easily lead to customer complaints through empirical data. Then through the pre-operation to do risk pre-control management, to achieve the delivery of customer complaints minimization. First, in the collection of domestic and foreign related information and literature on the basis, The domestic and foreign research status and related methods of the real estate residential development project are systematically expounded. Secondly, the present situation of the client complaints of the real estate residential project is analyzed with the statistical data of the client complaints. It mainly includes the general processing flow of client complaints and the analysis of typical complaints. Thirdly, on the basis of collating and analyzing the literature and summarizing the statistical data of client complaints, The system selects each index of client complaint evaluation index system of residential development project, mainly includes five aspects: project positioning decision, planning and design, cost control, construction management, sales service, etc. Finally, taking the index system as the content frame of client complaint evaluation, according to the A project, the data of 1192 complaints are statistically analyzed. By using the improved analytic hierarchy process (AHP) and fuzzy comprehensive evaluation method, the comprehensive evaluation model is established, and the systematic comprehensive evaluation of project A is carried out, and the experiences and lessons of the project are summarized, which can be used as a reference for the development and construction of subsequent projects. To reduce the complaints of the owners in the later stage by making the risk control management through the reverse-forcing mechanism.
【學(xué)位授予單位】：西安建筑科技大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2014
【分類號】：F299.23

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