An Empirical Study On Construction Of Customer Satisfaction Degree Index In Commercial Property Management

With the rapid growth of state economy and continuous expansion ofcity scale, the commercial property with high return rate has beenbecoming the competitive focus among branded property managemententerprises. However, there has been a big gap between the domesticcommercial property management capability level and those internationalfamous ones', namely, it is less competitive and thus gains less attentionto its theoretical investigations and practical operations. Based on suchsituation, how to develop a proper commercial property customersatisfaction index assessment system and assist enterprises appropriatelyevaluate and improve management service quality so as to improvecustomer satisfaction and enhance competitive force, becomes an urgentand significant research topic.This thesis has firstly illustrated the related background, and thenintroduced the current developing situation and characteristics ofcommercial property management. On this basis, starting from customer relations management, combining with customer value and customersatisfaction theories, the author proposes an index model of customersatisfaction degree and an index evaluation system for commercialproperty management. The main contents include: the significance ofconstructing an evaluation model and index system, the framework ofindex system, the principle and structure of designing such index system,the quantification of index and the establishment of coefficient.In the empirical analysis, the author has validated the designed indexsystem through a case study of a property management company inZhejiang province and the practice of specific evaluation project. Finally,the author has outlined and summarized the thesis, including itsconclusion, recommendations for commercial property management andfuture research directions.