發(fā)布時間：2018-04-29 00:38

  本文選題：住宅小區(qū) + 物業(yè)管理�。� 參考：《蘭州理工大學》2014年碩士論文

【摘要】：隨著我國經(jīng)濟的高速發(fā)展,城市化水平越來越高,人們對優(yōu)質(zhì)生活質(zhì)量的追求也隨之提高。其中,舒適安全的小區(qū)環(huán)境、熱情周到的物業(yè)服務(wù)已經(jīng)成為人們對居所的普遍要求,住宅小區(qū)物業(yè)服務(wù)質(zhì)量日益成為人們所關(guān)注的焦點。但是,與西方發(fā)達國家100多年的發(fā)展歷史相比,國內(nèi)物業(yè)管理行業(yè)起步較晚,尤其是住宅小區(qū)物業(yè)管理還是個朝陽行業(yè),物業(yè)服務(wù)的發(fā)展水平與人們對服務(wù)質(zhì)量的要求相比還相對滯后,還有很大的提升空間。 文章共分五部分,第一部分論述本文的研究背景與價值；第二部分從業(yè)主滿意度理論和服務(wù)質(zhì)量評價理論兩個方面,講解了物業(yè)管理理論基礎(chǔ)；第三部分以藍馨管理公司管理的藍馨花園小區(qū)為例,針對現(xiàn)實工作中出現(xiàn)的業(yè)主與物業(yè)公司矛盾、服務(wù)種類與服務(wù)質(zhì)量不能滿足業(yè)主需求等突出問題進行分析,運用物業(yè)管理業(yè)主滿意度評價體系,建立藍馨花園業(yè)主滿意度的評價指標體系；第四部分借助業(yè)主滿意度統(tǒng)計調(diào)查數(shù)據(jù),計算出小區(qū)業(yè)主的滿意度,從而對藍馨花園小區(qū)業(yè)主滿意度做實證分析,并得出影響業(yè)主滿意度的關(guān)鍵因素；第五部分根據(jù)實證分析結(jié)果探討住宅小區(qū)物業(yè)服務(wù)質(zhì)量的提升問題,并提出相應的提升對策,并結(jié)合藍馨花園的實際情況提出了一些個人見解。希望能夠借此對蘭州石化各小區(qū)及同類國企物業(yè)服務(wù)質(zhì)量提升優(yōu)化提供借鑒參考。
[Abstract]:With the rapid development of China's economy, the level of urbanization is higher and higher, people's pursuit of quality of life is also improved. Among them, comfortable and safe residential environment, warm and considerate property service has become a common requirement for housing, and the quality of residential property service has increasingly become the focus of attention. However, compared with more than 100 years of development history in western developed countries, the domestic property management industry started relatively late, especially the residential property management is still a sunrise industry. The development level of property service is relatively lagging behind people's demand for service quality, and there is much room for improvement. The article is divided into five parts, the first part discusses the research background and value of this paper, the second part explains the theoretical basis of property management from two aspects: customer satisfaction theory and service quality evaluation theory. The third part takes the Lanxin Garden District managed by Lanxin Management Company as an example to analyze the outstanding problems such as the contradiction between the owner and the property company, the service type and service quality can not meet the needs of the owner. Using the property management owner satisfaction evaluation system to establish the blue garden owner satisfaction evaluation index system; the fourth part with the help of the owner satisfaction statistics survey data to calculate the community owners satisfaction, Therefore, the author makes an empirical analysis on the satisfaction degree of the owners of Lanxin Garden District, and obtains the key factors that affect the satisfaction degree of the owners. The fifth part discusses the improvement of the service quality of the residential property according to the results of the empirical analysis, and puts forward the corresponding promotion countermeasures. And combined with the actual situation of blue garden put forward some personal views. Hope to use this for Lanzhou Petrochemical District and similar state-owned enterprises to improve the quality of property service optimization to provide reference.
【學位授予單位】：蘭州理工大學
【學位級別】：碩士
【學位授予年份】：2014
【分類號】：F274;F299.233.47

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