關(guān)鍵詞:物業(yè)公司；服務(wù)能力；業(yè)主滿意度；家庭特征

Abstract: To the property company service ability as the foundation, which is a new research perspective of customer satisfaction degree. Questionnaire survey based on 425 residential owners of 31 small towns in Zhejiang province, discusses the moderating effects of the Family Characteristics of Owners on the relationship between service ability of property companies and satisfaction of owners. It reaches the following research conclusions: both communication ability and professional ability of property companies significantly positively influence satisfaction of owners;Family characteristics of the population scale,the arrival time and the degree of autonomy have moderating effect between service ability of property companies and satisfaction of owners, and the family income has no moderating role.family population increased influence of management ability, reduce the influence of professional ability.The arrival time reduces influence of management ability, increasing the influence of professional ability.The degree of autonomy reduces influence of management ability, increasing the impact of professional ability.

Key words: Property Company; Service Ability; Owners Satisfaction; Family Characteristics

1 文獻(xiàn)回顧與總結(jié)

2研究假設(shè)
2.1 物業(yè)公司物業(yè)公司服務(wù)能力與業(yè)主滿意度
2.2 業(yè)主特征的調(diào)節(jié)效應(yīng)
3 樣本數(shù)據(jù)及變量測量
3.1 樣本數(shù)據(jù)
3.2.1 因變量
3.2.2 自變量
3.2.3 調(diào)節(jié)變量
4 假設(shè)檢驗與分析
4.1 描述性統(tǒng)計及信度分析
4.2 假設(shè)檢驗
4.2.2 入住時間的調(diào)節(jié)效應(yīng)
4.2.3 自主程度的調(diào)節(jié)效應(yīng)   
5 結(jié)論與分析
5.1 研究結(jié)論
5.2 研究價值
5.3 局限與展望
參考文獻(xiàn)

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本文編號：554533