Research On The Customer Satisfaction In Property Management Of Oilfield Community

It has been more than one hundred years since the first property management emerged,but its history in China is just only 20 years.The property management industry is not mature and has many problems for it is negatively affected by planned economy.With the rapid growth of state economy and continuous expansion of city scale,the property has been becoming the competitive focus among property management enterprises.Based on such situation,how to develop a proper 0ilfield community property customer satisfaction index assessment system and assist enterprises appropriately evaluate and improve management service quality so as to improve customer satisfaction and enhance competitive force,becomes an urgent and significant research topic.The customer satisfaction index model has played an important role through its application in the world.But there is no any appication of model to the research of property management in 0ilfield community in China.The research in my thesis will significantly affect pratice and theory of China's property management.This thesis has firstly illustrated the related background,and then introduced the current developing situation and the existing problems.On this basis,starting from customer relations management,combining with customer value and customer satisfaction theories,the authoe proposes an index model of customer satisfaction degree system for property management in 0ilfield community.The main contents include:the significance of constructing an evaluation model and index system,the framework of index system,the principle and structure of designing such index system,the quantification ofindex and establishment of coefficient.The author has validated the designed index system through a case of Hami property management enterprises in Tu Ha. Finally,the auther has summarized the thesis, describes the trend of future application.