Study Of Property Service Quality Management Tiancheng Co.

Service quality is becoming one of the essential factors in competition of property management companies. After China joins WTO, property management companies are faced with a rigorous test. There are big gaps between foreign and domestic property management companies in service quality management. For the need of improving quality of property trades, the thesis is to research the theory of service quality management and apply the method in practice of Tiancheng Villa Property Company, explores the practical way that to improve property companies' quality level from the point of quality evaluating, analysis and management.The thesis discuss the quality management means, which are using in Tiancheng Company, and employs the SERVQUAL approach instrument, the critical incident method and the gap analysis model to the research. It designs a set of index and method to evaluate service quality of property companies, find the quality problems of Tiancheng Company. The result of the thesis provides basis and methods for further quality improving.The result provides relevant reference for property trades.