Shanghai Residential Property Management Owners Satisfaction Study

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 China's entry into WTO, Chinese property management corporations will be faced with not only opportunities but also challenges. So how to improve property management becomes a very important issue. The Customer Satisfaction Index(SCI) model has played an important role through its application in the world. But there is no any appication of the model to the research of property management in China. The research in my thesis will significantly affect pratice and theory of China's property management of China.According to SCI model and the reality of China's property management industry , I ran an SCI inventory in 12 residential areas in Shanghai. These residential areas are commodity housing or privated public housing in terms with the nature of property management. The results show that: 1. The CSI of ShangHai property management is 73. 09 which indicates that property owners are quite satisfied with the services of property management.2. All the investigated residential areas differs from one another according to the indice. 3. The five dimensions based on the research consist of reception service, cleanness and virescence, security, repairing service , and total evaluation. 4. the index of reception service is relatively high, while that of security is comparatively low. 5. In the research, a new Customer Satisfaction Index model of property management is established suitable for present situation in China. 6. Many problems about property management are found through the analysis of the data, and the correspondingly constructive suggestions are brought forward.