| Real estate is one of the pillar industries in Hainan Province, the healthy development of which will drive the development of upstream and downstream related industries, thus stimulating economic development in Hainan Province. As the leading real estate companies in Hainan Province, ZhaoNan Group is committed to the design and development of high quality residence, ecological communities, high-end commercial premises, and involved in construction, property management and other related fields, which have all achieved good results. To face of the highly competitive real estate market, quality has become the lifeblood of the real estate business. Quality management has also become the main contents of a real estate property management.In this paper, customer satisfaction theory and the investigation are used for an empirical analysis of the whole quality management process of ZhaoNan Group's real estate and proposed improvement measures. The whole process has been divided into four areas: design quality, construction quality, sales service quality and property management quality, which can help to explore the process where and why customer dissatisfaction with the quality, then focus on related quality improvement measures. These methods and measures can be expected to improve the level of customer satisfaction for quality, enhance ZhaoNan's competitiveness.This Paper firstly introduces the development background of Hainan's real estate, pointed out the significance of this study, Secondly describe the basic theory and methods of quality management in the real estate business, and select leaders of domestic and international real estate industry to analyze the mode and method of domestic and foreign advanced quality management, thirdly use American Customer Satisfaction Index Model to build customer satisfaction index and evaluation system, obtain data to analyze through the satisfaction surveys of potential customers and existing owners.Based on the results, this paper also analyzes the underlying causes of the real estate business customer satisfaction, to proceed improvement program of design quality, construction quality, quality, and sales of quality property management, in order to promote enterprise-wide real estate process quality management and service level.This paper has made useful exploration to the quality improvement mode for ZhaoNan Group in order to improve customer satisfaction. Through targeted and timely adjustments to the quality model of whole process, the company's real estate products can obtain and maintain a quality advantage with market competitiveness. |
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