Research On The Customer Satisfaction Of Residence Property Management

With the rapid economic development and accelerated urbanization in China, thenumber of urban population increases rapidly, leading to the increased demand forurban residential housing, and the coverage of the property management companies isalso rising in the residential area. At present, there are many contradictions anddisputes between property management companies and the owners of propertymanagement in our country. According to the Chinese consumer association, thecomplaints about property management service has increased year by year. In2020,our country will build a well-off society in an all-round way, and the level of people’sliving quality is the key factor to measure people’s happiness. It is useful tounderstand the overall quality of property management company service and thesatisfaction degree from owners about the property management service, which arehelpful to improve quality of property management company service and improve thequality of owner’s life, are also helpful to improve the competitiveness of the propertymanagement company.This paper is based on the American customer satisfaction index model,combined with the characteristics of the property management industry, to establishthe evaluation model of residential property management customer satisfaction andconvert the “premise variables” which can not be measured into the measurablevariables. And building residential property management customer satisfactionevaluation system. There are three levels in the evaluation system. The first class levelis residential property management customer satisfaction index, and the second levelindicators are maintenance services、cleaning and greening、security management、costs、staff quality、reception services and community culture. The third levelindicators are the further subdivided content of the second level indicators.In the empirical analysis, it takes seven professional property management areasas the research object in Luohe city. Through the simple random sampling method, respondents make the evaluation of satisfaction degree about the third level indicators.Because the weights between the the second level indicators and the third levelindicators are both different, using analytic hierarchy process to determine the weightof each index. To analysis the raw data collected in the research process, we obtainthe fuzzy evaluation set of the third level indicators. Using the comprehensive fuzzyevaluation method, we get the overall index of residential property managementcustomer satisfaction and the second level index of the residential propertymanagement customer satisfaction. And we get the service evaluation from theowners to property management company.Through the comprehensive analysis and comparison about satisfaction andrelative satisfaction, we find out the key factors that affect customer satisfaction sothat we improve the quality of property management company service accordingly.Through empirical analysis, we make security management、costs and maintenanceservice as the key factors to improve quality of property management service inLuohe city, so that it can improve the customer satisfaction index and enterprisecompetitiveness, and promote the further development of social economy.