【摘要】：物業(yè)服務(wù)質(zhì)量的高低事關(guān)人民的生活水平和社會(huì)的和諧穩(wěn)定,事關(guān)我國(guó)物業(yè)服務(wù)公司的市場(chǎng)競(jìng)爭(zhēng)力。隨著我國(guó)房地產(chǎn)行業(yè)的蓬勃發(fā)展,我國(guó)物業(yè)服務(wù)行業(yè)已進(jìn)入高速發(fā)展階段,但由于起步較晚,我國(guó)的物業(yè)服務(wù)管理水平不高,服務(wù)質(zhì)量較差。因此,有必要建立一個(gè)完善的質(zhì)量管理體系來(lái)為我國(guó)物業(yè)服務(wù)公司的管理提供支持。本文注重理論與實(shí)際相結(jié)合,在對(duì)國(guó)內(nèi)外服務(wù)質(zhì)量管理的相關(guān)理論與成功做法進(jìn)行總結(jié)歸納的基礎(chǔ)上,針對(duì)華服豐尚物業(yè)服務(wù)質(zhì)量管理的現(xiàn)狀,為其建立了完整的物業(yè)服務(wù)質(zhì)量管理體系。物業(yè)服務(wù)質(zhì)量管理體系的構(gòu)建主要包括三個(gè)方面,一是通過(guò)問(wèn)卷調(diào)查的方法從業(yè)主滿意、公司投入和社會(huì)評(píng)價(jià)三個(gè)維度對(duì)華服豐尚物業(yè)服務(wù)質(zhì)量管理的目標(biāo)進(jìn)行了分析；二是根據(jù)確定的目標(biāo)構(gòu)建了包括華服豐尚物業(yè)服務(wù)質(zhì)量管理投入保障和過(guò)程控制的基礎(chǔ)支持體系；三是構(gòu)建了華服豐尚物業(yè)服務(wù)質(zhì)量管理運(yùn)行監(jiān)控體系,基于各方的信息反饋,運(yùn)用問(wèn)卷調(diào)查和層次分析法建立了物業(yè)服務(wù)質(zhì)量管理評(píng)價(jià)模型。希望本文的研究能為物業(yè)服務(wù)質(zhì)量管理體系的有效運(yùn)用提供借鑒,有助于物業(yè)服務(wù)公司的質(zhì)量管理水平的提高。
[Abstract]:The quality of property service relates to the living standard of the people and the harmony and stability of the society, as well as the market competitiveness of the property service companies in our country. With the rapid development of the real estate industry in China, the property service industry in our country has entered the stage of rapid development, but due to the late start, the level of property service management is not high and the service quality is poor in our country. Therefore, it is necessary to establish a perfect quality management system to provide support for the management of Chinese property service companies. This paper focuses on the combination of theory and practice, on the basis of summing up the relevant theories and successful practices of service quality management at home and abroad, aiming at the current situation of service quality management in Huafengshan property. Set up a complete property service quality management system for it. The construction of property service quality management system mainly includes three aspects. The first is to analyze the objectives of Huafengshan property service quality management from the three dimensions of owner satisfaction, company input and social evaluation. The second is to construct the basic support system including the investment guarantee and process control of Huafengshan property service quality management, the third is to construct the running monitoring system of Huafengshan property service quality management, which is based on the information feedback from all sides. The evaluation model of property service quality management is established by questionnaire and analytic hierarchy process. It is hoped that the research in this paper can provide reference for the effective application of the property service quality management system and help to improve the quality management level of the property service company.
【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
【分類號(hào)】：F299.233.47;F274

【參考文獻(xiàn)】

相關(guān)期刊論文 前10條

1 彭杏芳;;對(duì)我國(guó)住宅小區(qū)物業(yè)管理現(xiàn)狀的剖析[J];法制與社會(huì);2007年02期

2 陳楓;論物業(yè)管理中業(yè)主“投票權(quán)”的確定與行使[J];中國(guó)房地產(chǎn);2005年03期

3 范文飆;陳宇;;基于CRM的物業(yè)管理系統(tǒng)評(píng)價(jià)方法研究[J];黑龍江科技信息;2007年09期

4 張憲榮;如何提高物業(yè)管理服務(wù)質(zhì)量[J];經(jīng)濟(jì)師;2005年09期

5 黃國(guó)銘;試論業(yè)主大會(huì)和業(yè)主委員會(huì)的法律定位[J];福建工程學(xué)院學(xué)報(bào);2005年02期

6 魏江;陶顏;陳俊青;;服務(wù)創(chuàng)新的實(shí)施框架及其實(shí)證[J];科研管理;2008年06期

7 趙翔;物業(yè)管理現(xiàn)狀解析[J];山西科技;2005年03期

8 劉少文;;物業(yè)管理服務(wù)質(zhì)量指數(shù)編制探討[J];現(xiàn)代物業(yè);2003年12期

9 莊貴軍,曾仕龍,李福安,周南;購(gòu)物中心顧客行為的跨地區(qū)比較:西安與香港[J];預(yù)測(cè);2004年01期

10 趙自強(qiáng),張斌;服務(wù)創(chuàng)新與物業(yè)管理品牌的培育[J];中原工學(xué)院學(xué)報(bào);2004年05期

，

本文編號(hào)：2122692