本文關鍵詞： 住宅開發(fā)項目 客戶端投訴 評價指標體系　出處：《西安建筑科技大學》2014年碩士論文　論文類型：學位論文

【摘要】：隨著市場經濟的發(fā)展和居民生活水平的不斷提高，消費者對居所房屋的要求也在發(fā)生著明顯變化，尤其在上個十年的房地產黃金發(fā)展期，房屋作為市場經濟下的一種產品，實現了從居住功能要求到生活品質體現的轉變，消費者對房屋的要求越來越高，他們已不僅僅關注自己戶內施工質量、設計缺陷、銷售承諾的問題，還越來越關注公區(qū)的裝修設計、園區(qū)的景觀和設施配套、周邊的生活配套等，甚至會核查開發(fā)商的運營流程和政府的監(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，而在房地產市場上靠產品差異化、銷售推廣策略競爭優(yōu)勢的時代已過去，客戶滿意度已成為開發(fā)商實現品牌溢價的核心內容。所以對開發(fā)商來講，提升客戶滿意度有一項迫切且重要的工作，就是降低業(yè)主的不滿意度。 本文采用理論研究與實際應用相結合的方法，系統(tǒng)研究住宅開發(fā)項目客戶端投訴評價指標體系，通過經驗數據把易引發(fā)客戶投訴的問題梳理出來，然后通過前期運營做風險預控管理，實現交付時客戶投訴最小化。首先，在收集整理國內外相關資料和文獻的基礎上，系統(tǒng)地闡述了房地產住宅開發(fā)項目的國內外研究現狀及相關方法；其次，結合客戶端投訴統(tǒng)計數據系統(tǒng)分析了房地產住宅項目客戶端投訴的現狀，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，在整理分析文獻資料及總結項目客戶端投訴統(tǒng)計數據的基礎上，系統(tǒng)的選取住宅開發(fā)項目客戶端投訴評價指標體系的各個指標，主要包括項目的定位決策、規(guī)劃設計、成本控制、施工管理、銷售服務五個方面，，從而構建了住宅開發(fā)項目客戶端投訴評價指標體系。最后，以構建的指標體系為客戶端投訴評價的內容框架，針對A項目，通過統(tǒng)計分析其1192起投訴數據，利用改進的層次分析法和模糊綜合評價法，建立綜合評價模型，對A項目進行系統(tǒng)性綜合評價，并總結該項目的經驗教訓，為后續(xù)項目的開發(fā)建設提供借鑒，通過倒逼機制做風險預控管理，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.
【學位授予單位】：西安建筑科技大學
【學位級別】：碩士
【學位授予年份】：2014
【分類號】：F299.23

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