本文選題：物業(yè)管理 + 顧客滿意度��； 參考：《東北林業(yè)大學》2013年碩士論文

【摘要】：隨著我國經濟的發(fā)展和城市化進程的加快,人們對住宅的需求量逐漸增多,住宅小區(qū)物業(yè)管理日益成為人們關注的焦點。物業(yè)管理在我國發(fā)展的30多年中,取得一定的成效,但物業(yè)管理公司缺乏科學的理論指導成為制約我國物業(yè)管理水平提高的關鍵因素。在這種背景下,建立一套完整的科學理論指導物業(yè)管理工作、提高物業(yè)管理水平顯得由為重要。 本文將從物業(yè)管理的起源、相關概念和內涵出發(fā),介紹我國物業(yè)管理行業(yè)的發(fā)展現狀和趨勢,進而提出需要解決的問題。在此基礎上引入“顧客滿意度指數理念”,并借鑒其他相關研究成果,從物業(yè)管理公司角度出發(fā),建立住宅小區(qū)顧客滿意度評價體系。 在實證研究中,以哈爾濱市某住宅小區(qū)為例,驗證住宅小區(qū)物業(yè)管理顧客滿意度評價體系在實際問題中的作用,并對整個評價體系的可操作性和實用性進行檢驗。結合研究結果,給予物業(yè)管理公司科學的理論指導。最后,概括總結本論文的研究結論,并提出對住宅小區(qū)物業(yè)管理的建議和今后研究的方向。
[Abstract]:With the development of our country's economy and the acceleration of urbanization, the demand for housing is increasing gradually, and property management in residential area has become the focus of attention. During more than 30 years of development of property management in our country, some achievements have been made, but the lack of scientific theoretical guidance in property management companies has become the key factor restricting the improvement of property management level in our country. Under this background, it is important to establish a set of scientific theory to guide the property management and improve the property management level. Starting from the origin, related concepts and connotations of property management, this paper introduces the present situation and trend of the property management industry in China, and then puts forward the problems to be solved. On this basis, the concept of "customer satisfaction index" is introduced, and the evaluation system of customer satisfaction in residential district is established from the angle of property management company. In the empirical study, taking a residential district in Harbin as an example, the paper verifies the function of the evaluation system of the property management customer satisfaction in the residential area, and tests the operability and practicability of the whole evaluation system. Combined with the results of the study, to property management companies scientific theoretical guidance. Finally, the conclusion of this paper is summarized, and the suggestions of residential estate management and the direction of future research are put forward.
【學位授予單位】：東北林業(yè)大學
【學位級別】：碩士
【學位授予年份】：2013
【分類號】：F274;F299.233.47

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本文編號：1823313