Research On The Evaluation Index System Of University Students’Apartment’s Property Service Quality

The21century is a service economy competition era, if the enterprise wants to be the winner in the market competition; they must pay attention to the service quality, to improve customer’s satisfaction and loyalty. With the further deepening of the university logistics socialization’s reform, service quality of students’apartment are taken seriously gradually. As an important teaching site outside of the classroom, the service quality of student’apartment high or not is not only directly related to the quality of teaching, but also affects the process of university logistics’socialization reform. For a long time, there are some issues such as variability in management mode of students’apartment, the fuzziness of the property service location, the lack of the service awareness, the backwardness of management method and so on, they have directly affected the property management level of college student’s apartment, and also have attracted the attention of the education institutions. So, standardization, rationalization and humanization property management of university students’ apartment have become particularly important. Improving the property service quality has become an important research topic to be solved.In the above background, after reading a lot of literature and field interviews, the author constructs the index system which affects the property service quality of university students’apartment, and further more using structural equation model to analyze the complex relationship of these indicators. At last the author determines the property service quality level of current university students’apartment, and proposes the corresponding improvement measures.The main part of this study has two aspects:1) building the Property Service Quality’s evaluation system of university students’apartment on the basis of reading a large number of literature and field interviews, and proposing the corresponding research hypothesis; In the support of the research hypothesis, the author build the concept model; According to the index system and interviewed results which from staffs of the Shandong University dormitory management center to adjust the initial scale, and finally require the final questionnaire, the questionnaire including service quality and customer satisfaction, using the Likert5scale to measure, the sample source will be locked to four universities in Jinan.2) First, using SPSS precede descriptive statistics analysis; using Structure equation model to analysis and test the concept model, the analysis steps including model identification, model fitting, model evaluation and model modification, ultimately proving the research hypothesis proposed in this paper.After analyzing the evaluation index system about property service quality of university students’ apartment, the author verifies the hypothesis that service quality has positive influence on customer satisfaction, that’s to say, if the university students’ apartment wants to improve the students’ satisfaction, must to improve the service quality, and makes the conclusion that property services quality level of university students’ apartment is not very good. Especially in the perceptibility of service quality, the students’ satisfaction is significantly lower. The property management department needs to do some efforts to enhance student’s satisfaction.The study samples only from four universities of Jinan, there are certain limitations of the research scope, at the same time, among the evaluation index system, some indicators (such as tangible, empathy) may not be well understood, the author did not accordingly replaced, these are the shortcomings of this study.