Improvement Research Of Xinghua Property’s Service Quality

With rapid developments of social economy and sharp improvements of people’s living standard, the masses show increasingly high requirements on property service. It was showed by investigation that customer satisfaction on the industry of property service declined year by year.The rate of owner complaint stays at a high level, which is neither facilitate community harmony nor good for social stable, arousing extensive concerns from all circles. However, for property service enterprises, customer satisfaction has become the most vital factor to evaluate comprehensive strength of property service enterprises under the circumstance of severe service homogenization and extremely fierce competitions. For XINGHUA Property Service, an old brand enterprise with certain influences, how to keep on top under market competitions has become an important problem to be solved urgently.By summarizing and collating literatures on property service and service quality-concerned theories and integrating characteristics of XINGHUA, the SERVPERF is introduced in this paper to scientifically design a questionnaire from five dimensions, including tangibility, reliability,responsiveness, guarantee and transference, by which current service quality of XINGHUA Property Service is comprehensively evaluated. And factors influencing service quality and their corresponding weightiness are discussed by in-depth analysis on the evaluation results. Filed investigation on and interviews with customers and first-line employees are conducted to explore existing problems concerning service of the company, which cover improper management of details, ambiguous allocation of duty, sole communication channel, no individualized extension of service items and others. Targeted and feasible improvement plan for property service quality are formulated based on these problems and analysis, covering practical management of details,grid-type allocation of customer service specialists on the basis of region, updates and extension of communication channel, implementation of individualized services, introduction of database management and others.At last, feasible supporting measures are presented from aspects of human resource, fund,technology and others by integrating facts of the enterprises, therefore, to guarantee success implementation of the plan and achievements of expected outcomes.