Evaluation Modeling And Empirical Research On Quality Of Service In Property Management

With the arrival of the era of service economy, percentages of service industry in GDP have been rising constantly through different countries. Fast development of an industry brings about fierce market competition inevitably. Thus, if enterprises want to gain competitive advantages in fierce competition, they must pay attention to service quality, and to improve customer satisfaction and loyalty as well. Recent years, with prosperity at real property market, problems in property management have been exposed. Then how to actualize standardization, rationalization and humanization at this industry is becoming a great concern.The main work of this paper includes two aspects:1) developing scales to measure perceived quality in property management industry, then exploring the factors of perceived quality; 2) using structural equation model to study relationships among service quality, service process ability, customer satisfaction and behavioral intention.On the basis of related theories, this paper starts with research of service quality evaluation model, and adjusts some of the scale items and forms the questionnaire based on interview and literature review. Then the survey is implemented in four residential districts of Nantong City for the study of service quality, service process capability, customer satisfaction and behavioral intention. The research uses SPSS 13.0 and AMOS 18.0 statistical software to analyze the survey data. The perceived service quality spans five common factors, and this paper contrasts them with the five dimensions of SERVPERF model. Then the thesis sets up correlation model of service quality, process capability, customer satisfaction and behavioral intention and had it through the fitting and hypothesis tested using structural equation model.Through academic and practical studies of property management evaluation, this thesis presents the common factors in service quality of property management, and validates the correlation among service quality, service process ability, customer satisfaction and behavioral intention.