發(fā)布時(shí)間：2018-01-15 05:33

  本文關(guān)鍵詞：SSA房地產(chǎn)開(kāi)發(fā)項(xiàng)目顧客滿(mǎn)意度評(píng)價(jià)研究　出處：《西南石油大學(xué)》2014年碩士論文　論文類(lèi)型：學(xué)位論文

  更多相關(guān)文章： 房地產(chǎn) 顧客滿(mǎn)意度 滿(mǎn)意度模型 滿(mǎn)意度指標(biāo)

【摘要】：我國(guó)房地產(chǎn)在經(jīng)過(guò)10來(lái)年的飛速發(fā)展后,市場(chǎng)逐漸趨于飽和,而土地資源也更加稀缺。加上國(guó)家對(duì)房地產(chǎn)業(yè)的宏觀調(diào)控進(jìn)一步的不斷加劇,房地產(chǎn)企業(yè)的經(jīng)營(yíng)環(huán)境變得更加艱難和多變,市場(chǎng)競(jìng)爭(zhēng)也會(huì)更加激烈。因此房地產(chǎn)公司如何全面了解客戶(hù)個(gè)性化需求、做好資源優(yōu)化配置工作,提高自身的核心競(jìng)爭(zhēng)力,留住客戶(hù)變得尤為重要。房地產(chǎn)作為昂貴的商品,除了擁有一般商品的所有屬性,還是人民生活中及其重要的生活必需品。隨著人民生活質(zhì)量的提高跟財(cái)富的不斷積累,人們對(duì)住宅的要求除了滿(mǎn)足人們基本的生活需要外,還成為人們投資理財(cái)、致富的方式；人們對(duì)住宅的要求也從滿(mǎn)足生活需要發(fā)展到體現(xiàn)自己生活品質(zhì)、財(cái)富、社會(huì)地位的象征,因此,對(duì)住宅環(huán)境、周邊配置等的要求更高。如何滿(mǎn)足顧客需求,使顧客滿(mǎn)意,最終留住顧客,擁有市場(chǎng)成為中國(guó)房地產(chǎn)企業(yè)需要研究的課題。 本文在對(duì)大量期刊文獻(xiàn)查閱后,通過(guò)對(duì)指數(shù)模型、滿(mǎn)意度模型等科學(xué)方法綜合分析,結(jié)合我國(guó)房地產(chǎn)及SSA房地產(chǎn)開(kāi)發(fā)項(xiàng)目的特點(diǎn),分析SSA房地產(chǎn)開(kāi)發(fā)項(xiàng)目顧客滿(mǎn)意度影響因素,在美國(guó)顧客滿(mǎn)意度模型基礎(chǔ)上,設(shè)計(jì)出適合SSA房地產(chǎn)開(kāi)發(fā)項(xiàng)目顧客滿(mǎn)意度模型,并建立相應(yīng)的SSA房地產(chǎn)開(kāi)發(fā)項(xiàng)目顧客滿(mǎn)意度的指標(biāo)體系,主要包括服務(wù)管理、質(zhì)量感知、價(jià)值感知、企業(yè)形象及樓盤(pán)環(huán)境5個(gè)二級(jí)指標(biāo),及16個(gè)三級(jí)指標(biāo)。本文采用問(wèn)卷調(diào)查的方式,在對(duì)SSA房地產(chǎn)項(xiàng)目顧客進(jìn)行調(diào)查后,分析得出影響因素的判斷矩陣,采用層次分析法進(jìn)一步得出了SSA房地產(chǎn)開(kāi)發(fā)項(xiàng)目顧客滿(mǎn)意度各因素的權(quán)重,并進(jìn)行了一致性檢驗(yàn)。并運(yùn)用SPSS17.0統(tǒng)計(jì)軟件對(duì)數(shù)據(jù)進(jìn)行問(wèn)卷的信度和效度分析,證明問(wèn)卷的合理性及有效性；采用模糊綜合評(píng)價(jià)的方法對(duì)SSA房地產(chǎn)開(kāi)發(fā)項(xiàng)目顧客滿(mǎn)意度進(jìn)行綜合評(píng)價(jià)。 本文通過(guò)對(duì)SSA房地產(chǎn)開(kāi)發(fā)項(xiàng)目顧客滿(mǎn)意度研究,分析得出SSA房地產(chǎn)開(kāi)發(fā)項(xiàng)目顧客滿(mǎn)意度的影響因素,得出了SSA房地產(chǎn)開(kāi)發(fā)項(xiàng)目業(yè)主對(duì)該小區(qū)各指標(biāo)的滿(mǎn)意度及總的顧客滿(mǎn)意度是比較滿(mǎn)意的,但在某些指標(biāo)：如對(duì)業(yè)主的抱怨處理、安全感上的得分較低,說(shuō)明這兩點(diǎn)對(duì)該小區(qū)滿(mǎn)意度的提高有很大的提升空間。在分析、研究了SSA房地產(chǎn)開(kāi)發(fā)項(xiàng)目顧客滿(mǎn)意度指標(biāo)后,針對(duì)如何提升SSA房地產(chǎn)開(kāi)發(fā)項(xiàng)目顧客滿(mǎn)意度給出了具體建議。希望能為我國(guó)房地產(chǎn)企業(yè)的顧客滿(mǎn)意度提升和發(fā)展提供一定的借鑒意義,為我國(guó)房地產(chǎn)行業(yè)能健康、持續(xù)的發(fā)展作點(diǎn)貢獻(xiàn)。
[Abstract]:China's real estate after 10 years of rapid development, the market has become saturated, and the land resources are more scarce. Together with the national macro-control on the real estate industry further intensified, real estate enterprises operating environment has become more difficult and changeable, the market competition will become more intense. So how to fully understand the Real Estate Company customer demand, to optimize the allocation of resources, improve their core competitiveness, customer retention has become particularly important. Real estate as expensive goods, in addition to all the property has the general commodity, also is the life of the people and the necessities of life. With the continuous improvement of people's quality of life with the accumulation of wealth, people demand for residential in addition to meet the basic needs, but also become the people of Finance and investment, the way to get rich; people's residential requirements from the meet Life needs to reflect their quality of life, a symbol of wealth, social status, therefore, the residential environment, the surrounding configuration requirements are higher. How to meet customer demand, customer satisfaction, and ultimately retain customers, has become the market Chinese real estate enterprises need to study.
On the basis of a large number of journals, based on the comprehensive analysis of satisfaction index model, model and other scientific methods, combined with the characteristics of China's real estate and real estate development project of SSA, analysis of factors affecting customer satisfaction, SSA real estate development projects in the United States, the customer satisfaction model based on SSA is designed for real estate development project customer satisfaction model, index system and established the corresponding SSA real estate project of customer satisfaction, including service management, perceived quality, perceived value, corporate image and market environment of 5 two level indicators, and 16 three level indexes. This paper adopts the method of questionnaire survey of SSA real estate project customer after analysis the influence factors of the judgment matrix, using AHP further that the weight of each factor in SSA real estate development project of customer satisfaction, and consistency The reliability and validity of the questionnaire were analyzed by SPSS17.0 statistical software. The rationality and validity of the questionnaire were proved. The fuzzy comprehensive evaluation method was applied to comprehensively evaluate the customer satisfaction of SSA real estate development project.
Based on the research of customer satisfaction in SSA real estate development project, analysis of factors influencing the SSA real estate project of customer satisfaction, the SSA real estate project owner satisfaction of each index of the cell and the total customer satisfaction is quite satisfactory, but in some indicators: such as the complaints of the owners, a sense of security the score is low, that there is much room for improvement to improve these two of the residential satisfaction. In the analysis, the research on customer satisfaction index of SSA real estate development project, aiming at how to enhance the real estate development project of SSA customer satisfaction are given specific recommendations. Hope to provide a reference for real estate enterprises in China the customer satisfaction and development, can the health of China's real estate industry, as a contribution to sustainable development.

【學(xué)位授予單位】：西南石油大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2014
【分類(lèi)號(hào)】：F299.23;F274

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