本文選題：現(xiàn)代物業(yè)管理 + 業(yè)主滿意度��； 參考：《西南財(cái)經(jīng)大學(xué)》2013年碩士論文

【摘要】：作為“朝陽(yáng)”服務(wù)產(chǎn)業(yè)的現(xiàn)代物業(yè)管理已經(jīng)打破了傳統(tǒng)的行政福利性的房產(chǎn)管理理念,建立了社會(huì)化、專業(yè)化、企業(yè)化、經(jīng)營(yíng)型的現(xiàn)代化小區(qū)物業(yè)管理新思想、新觀念。其所經(jīng)營(yíng)的范圍已經(jīng)涵蓋房地產(chǎn)、旅游景區(qū)、主題公園、酒店、航空公司,政府政務(wù)大廳、寫(xiě)字樓、商業(yè)大廈,大型綜合性商場(chǎng)以及綜合性居民和商業(yè)社區(qū)等。 現(xiàn)代物業(yè)管理作為現(xiàn)代大旅游服務(wù)業(yè)的一個(gè)重要分支,是以現(xiàn)代技術(shù)創(chuàng)新和科學(xué)管理為宗旨,運(yùn)用現(xiàn)代化管理手段,使物業(yè)的硬件與軟件管理,走向科學(xué)化、制度化與規(guī)范化管理的活動(dòng)過(guò)程,最終實(shí)現(xiàn)社會(huì)、經(jīng)濟(jì)、環(huán)境效益的同步增長(zhǎng)。隨著物業(yè)管理企業(yè)之間競(jìng)爭(zhēng)的加劇,服務(wù)質(zhì)量與顧客滿意以及與行為意向關(guān)系的研究就顯得尤為重要。 SY集團(tuán)是以房地產(chǎn)開(kāi)發(fā)為主的大型現(xiàn)代化企業(yè)集團(tuán),具有房地產(chǎn)開(kāi)發(fā)二級(jí)資質(zhì),是四川省房地產(chǎn)開(kāi)發(fā)企業(yè)綜合實(shí)力10強(qiáng)企業(yè)。連續(xù)3年被評(píng)為省銷售十強(qiáng)前3名。自成立十多年來(lái),SY集團(tuán)秉承“追求卓越,爭(zhēng)做一流”的企業(yè)理念,“雕琢完美”的精品意識(shí),不斷開(kāi)拓創(chuàng)新。短短四年時(shí)間,已經(jīng)投資開(kāi)發(fā)了近百萬(wàn)平方米房地產(chǎn)項(xiàng)目,創(chuàng)造了令人矚目的銷售業(yè)績(jī),確立了本土龍頭開(kāi)發(fā)企業(yè)地位。 成都市SY物業(yè)有限責(zé)任公司系成都SY實(shí)業(yè)集團(tuán)控股子公司,全國(guó)一級(jí)物業(yè)管理資質(zhì)企業(yè),中國(guó)物業(yè)管理協(xié)會(huì)會(huì)員單位,首屆成都市最具競(jìng)爭(zhēng)力的物業(yè)服務(wù)企業(yè)。公司主要從事高檔住宅小區(qū)、別墅、電梯公寓,公園,主題公園,大型商業(yè)中心等的物業(yè)形態(tài)的物業(yè)管理。SY物業(yè)一直秉承“創(chuàng)造價(jià)值,用心服務(wù),誠(chéng)信立業(yè),規(guī)范管理”的企業(yè)理念。以規(guī)范的服務(wù)流程、良好的服務(wù)意識(shí),人性化的服務(wù)理念,為業(yè)主提供高效、優(yōu)質(zhì)、方便、完善的物業(yè)服務(wù)。目前,SY物業(yè)主要接管項(xiàng)目有：FH音樂(lè)花園、SY音樂(lè)花園、、WYN森林別墅、MY河谷、FH花園、HT麗景、HL上島等。管理面積已達(dá)150多萬(wàn)平方米。與此同時(shí),SY物業(yè)還將接管SY集團(tuán)開(kāi)發(fā)建設(shè)的國(guó)際公園和歐洲商業(yè)城以及MHD主題公園項(xiàng)目(管理面積300萬(wàn)平方米)。 HL上島房產(chǎn)項(xiàng)目坐落于成都航空港中心區(qū)域,緊鄰機(jī)場(chǎng)路,靠近江安河畔,是4星級(jí)優(yōu)秀示范小區(qū)。景色優(yōu)美,設(shè)施設(shè)備齊全,交通便利、周圍風(fēng)景宜人無(wú)形中讓HL上島業(yè)主感受到了“半島品質(zhì)”的生活情趣。隨著城南國(guó)際社區(qū)規(guī)劃的進(jìn)一步推進(jìn),HL上島作為未來(lái)物流、信息流、資金流高度集中的區(qū)域,作為一個(gè)高品質(zhì)小區(qū)項(xiàng)目,有著其它小區(qū)無(wú)法比擬的優(yōu)勢(shì)。由于該項(xiàng)目具體管理大中小各種戶型,而且數(shù)量都不少。同時(shí),小區(qū)擁有大面積綠化和眾多業(yè)主公共配套和娛樂(lè)設(shè)施,因此,HL上島在整個(gè)物業(yè)行業(yè)項(xiàng)目中具有典型性和代表性。那么,以其作為研究對(duì)象的相關(guān)研究結(jié)論和建議,對(duì)于整個(gè)行業(yè)具有推廣性。 通過(guò)查閱國(guó)內(nèi)外大量文獻(xiàn)資料,收集到了迄今為止與本研究相關(guān)的國(guó)內(nèi)外最前沿、最先進(jìn)的理論和理念,并在這些理論與理念的基礎(chǔ)上,提煉、總結(jié)出一套適用于本研究的理論模式。與此同時(shí),本研究還深入HL上島物業(yè)服務(wù)中心進(jìn)行實(shí)地調(diào)研,利用前期提煉、總結(jié)的理論模式結(jié)合本小組在HL上島實(shí)地考察成果,設(shè)計(jì)出了一套以Parasuraman、Zeithaml和Berryry三位學(xué)者關(guān)于滿意度研究著名的SERVQUAL量表為模型,以有關(guān)業(yè)主服務(wù)質(zhì)量感知、滿意度以及行為意向?yàn)閮?nèi)容的問(wèn)卷調(diào)查表。 本研究以本校旅游管理專業(yè)教授的省部級(jí)課題為依托,在2013年7月5日到8月20日期間分為兩個(gè)時(shí)段深入SY物業(yè)。第一次是進(jìn)入SY物業(yè)總部及府河音樂(lè)花園項(xiàng)目部門進(jìn)行調(diào)研實(shí)習(xí),主要負(fù)責(zé)相關(guān)文獻(xiàn)的查閱、反饋信息的整理、滿意度模型的選擇以及問(wèn)卷的設(shè)計(jì)和調(diào)查問(wèn)卷數(shù)據(jù)的分析；第二時(shí)段是進(jìn)入HL上島一線工作崗位調(diào)研實(shí)習(xí),在實(shí)際工作體驗(yàn)的同時(shí)研究如何優(yōu)化日常管理體系。通過(guò)參與HL上島各部門的工作,以“提出問(wèn)題-分析問(wèn)題-解決問(wèn)題”為思路,找出HL上島內(nèi)外部的不足,以相關(guān)理論為基礎(chǔ),分別針對(duì)HL上島四個(gè)部門中存在的問(wèn)題,提出解決方案,優(yōu)化日常管理。 本次研究利用相關(guān)的統(tǒng)計(jì)分析軟件,對(duì)問(wèn)卷調(diào)查的結(jié)果采用因子分析(Factor Analysis)、平均數(shù)(Average Frequency)、標(biāo)準(zhǔn)差(Standard Deviation)、眾數(shù)(Modest)和交叉分析(Cross Tabulation)、線性分析(Correlation Anlysisi)和T檢驗(yàn)等統(tǒng)計(jì)分析方法進(jìn)行檢驗(yàn)和研究,對(duì)業(yè)主的個(gè)人信息進(jìn)行統(tǒng)計(jì)描述,對(duì)業(yè)主服務(wù)質(zhì)量感知和滿意度等要素進(jìn)行統(tǒng)計(jì)分析,并總結(jié)出不同業(yè)主對(duì)服務(wù)的需求以及滿意度的界定,同時(shí),對(duì)不同類型的業(yè)主進(jìn)行分類、分析、整理,并完成了性別、年齡、教育程度、收入、職業(yè)、籍貫等與服務(wù)質(zhì)量感知、滿意度、行為意向的交叉分析。 在本次研究中,作者將所學(xué)知識(shí)實(shí)踐化,在實(shí)踐中發(fā)現(xiàn),各職能部門在日常管理中,存在諸如計(jì)劃、組織、協(xié)調(diào)、控制、執(zhí)行以及員工素質(zhì)、制度完善程度等問(wèn)題。此次調(diào)研以提高物業(yè)日常智能管理為目標(biāo),以提升物業(yè)服務(wù)中心服務(wù)質(zhì)量為宗旨,發(fā)現(xiàn)、分析并解決在日常管理過(guò)程中存在的問(wèn)題,并針對(duì)HL上島業(yè)主的特征,以及業(yè)主在感知、滿意度、行為意向等方面的統(tǒng)計(jì)結(jié)果,對(duì)HL上島物業(yè)服務(wù)中心今后的重點(diǎn)工作內(nèi)容、服務(wù)質(zhì)量、服務(wù)產(chǎn)品及服務(wù)范圍改進(jìn)、提升和完善提出結(jié)論和建議。
[Abstract]:As the modern property management of the " Chaoyang " service industry , the traditional administration concept of property management has been broken , and the new ideas and concepts of socialization , specialization , enterprise and management are established . The scope of its operation has covered real estate , tourist attractions , theme parks , hotels , airlines , government affairs halls , office buildings , commercial buildings , large - scale integrated shopping malls and comprehensive residents and business communities .

As an important branch of modern large tourism service industry , modern property management is an important branch of modern technology innovation and scientific management , which makes the hardware and software management of the property , moving towards the scientific , institutional and standardized management activities , and finally realizes the synchronous growth of social , economic and environmental benefits . As the competition between property management enterprises is intensified , the research on the relationship between service quality and customer satisfaction and behavior intention is particularly important .

SY Group is a large - scale modern enterprise group with real estate development , and has the second - level qualification of real estate development . It is the top three enterprises in the real estate development enterprise of Sichuan Province . Since its establishment for more than a decade , SY Group has invested in the development of nearly million square meters of real estate projects . It has created remarkable sales performance and established the status of local faucet development enterprise .

Chengdu SY Property Co . , Ltd . is the controlling subsidiary of Chengdu SY Industrial Group , the property management qualification enterprise at the national level , the member unit of China Property Management Association and the most competitive property service enterprise in Chengdu City . The company mainly engages in the property management of the property forms such as the high - grade residential district , villa , elevator apartment , park , theme park , large commercial center and the like . The company mainly takes over the project : FH music garden , SY music garden , WYN forest villa , MY valley , FH garden , HT Lai King , HL upper island , etc . The management area has reached more than 1.5 million square meters . At the same time , SY property will take over the international park and European commercial city and MHD theme park project of SY group development and construction ( management area is 3 million square meters ) .

HL Shangdao Real Estate Project is located in the central area of Chengdu Airport , close to the airport road and close to the River an River . It is a four - star excellent demonstration district . As a high - quality district project , HL Shangdao has the advantages of large area greening and many owners ' public supporting and entertainment facilities . As a result , the residential area has large - area greening and many owners ' public supporting and entertainment facilities . Therefore , the HL upper island is typical and representative in the whole property industry project . So , it has popularization in the whole industry as the relevant research conclusion and suggestion of the research object .

At the same time , based on these theories and concepts , this paper summarizes a set of theoretical models applicable to this study . At the same time , this study is based on these theories and ideas , and summarizes a set of theoretical models suitable for this study . At the same time , this study also studies the results of field investigation in HL Shangdao Property Service Center , and designs a set of questionnaire tables based on SERVQUAL scale known as Parasuraman , Zeithimu and Berryry on satisfaction research .

Based on the provincial - level subject of tourism management specialty , this study is divided into two periods into SY property during the period from July 5 to August 20 , 2013 . It is the first time to enter SY property headquarters and the project department of Fuhe Music Garden to conduct research and practice , mainly responsible for the inspection of relevant documents , the arrangement of feedback information , the selection of satisfaction model and the analysis of the questionnaire design and questionnaire data ;
The second period is to study how to optimize the day - to - day management system at the same time of the first - line work experience in HL Upper Island . By taking part in the work of each department in HL Upper Island , we find out the shortage of the exterior in HL Upper Island , based on the relevant theories , propose solutions for the problems existing in the four departments of HL Upper Island , and optimize the daily management .

Based on the statistical analysis of factors , Average Frequency , Standard Deviation , Modest and Cross Tabulation , Correlation Analysis ( Correlation Anlysisi ) and T Test , this paper makes a statistical analysis of the owner ' s personal information , classifies , analyzes and organizes the owners of different types , and completes the cross - analysis of gender , age , education level , income , occupation , employment , etc . with service quality perception , satisfaction and behavior intention .

In the current research , the author finds out that there are problems such as plan , organization , coordination , control , execution and employee ' s quality and the degree of system improvement in the daily management . The research aims at improving the daily intelligent management of the property service center , finding out , analyzing and solving the problems existing in the course of daily management , and aiming at the characteristics of the owner of the upper island of the property service center , and the improvement , promotion and improvement of the key work content , the service quality , the service product and the service scope of the HL Shangdao property service center .

【學(xué)位授予單位】：西南財(cái)經(jīng)大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2013
【分類號(hào)】：F299.233.47

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本文編號(hào)：1883034