Company B Residential Property Management Customer Satisfaction Study

With the development of economy and urbanization in China,people need more residence. property anagement of residence has become more and more important, and has been paid more attentions by customers. The competition of property management is becoming heated day by day,and customer satisfaction management is gradually becoming the critical factor in competition of property service. Under this conditions and for the need of improving quality of property company,this thesis applies the theory of customer satisfaction management to discuss the factors which influence the customer satisfaction and the customer loyalty,explores the way for enhancing customer satisfaction.This thesis discusses the current situation and problem of our country's property service quality management,introducing the necessity and the meaning of the customer satisfaction management research of residence. Then the thesis discusses property management of residence and its'content and trait,also the theory of customer satisfaction in property management. The research carries out an investigation in B property management company on the guide of SERVQUAL scale. And then we analyze the score of service factors and their importance and the relations between customer satisfaction and customer loyalty by SPSS 13.0. The thesis also examines the difference between the groups divided by the features of sex,age, residence's nature and so on.Base on the analysis of the investigation material,the thesis arranges the importance of different property service factors and finds the correlation between customer satisfaction,customer loyalty and every service factors. The thesis also distinguishes different service quality on the base of Kano's service model,finds the quality problems of property company and provides basis and methods for further quality improvement.The innovations of this thesis are that it creates the analysis process of the service quality and distinguishes the type of service quality according to quantitative analysis,...