The Property Management Service Quality System Constructs And Its Application Study

The property management has developed for more than 20 years in China, it isstill at the immature stage. China's entry to WTO brings opportunities as well aschallenges to the trade of property management. In order to survive and develop insuch a situation, it is necessary for the enterprise to improve the service quality ofproperty management and establish a service quality system which is focused on thecustomers.The thesis firstly introduces the present situation of the service quality ofproperty management in China and research done on this aspect both at home andaboard. Then it presents a deep analysis in the following respects, such as service,concept of service quality, the process of service quality and model evaluatingsubsequently, on the basis of analyzing the limitations of the common evaluatingmethods, it explores the necessity of structuring the evaluation system of servicequality of property management. Finally, this thesis improves the evaluating methodsby means of service quality loop, service blueprint and presents a service qualityevaluating system which applies to both enterprise inner part and exterior evaluationboth internally and externally.The thesis also does an empirical research on the SHUM YIP group (Shenzhen).The evaluating system is used to analyze the service quality of two districts whichbelong to this company. Based on the research results, we following measuresrecommend the improving standardization and customizing service, enactingcustomer expectation management, enhancing service remediation, managing servicecommitment, strengthening the information-based construction and improving thesatisfaction of employee etc. The research results of this thesis provide reference forSHUM YIP group (Shenzhen) on constantly improving its service quality.As the service quality evaluation of property management is a brand-newresearch field, there are not many research results at present. This thesis intends toconstruct an evaluation system of service quality which may direct the enterprise toenact self-improvement and establish a resalable consumption of propertymanagement so as to enhance its competitive ability and promote its healthydevelopment. The research result is of certain value to improve the service quality ofthe property management industry.