Design And Application Of Property Service Quality Evaluation Index

Great changes have taken place in the scope and connotation of China's property management in the past 35 years. If property service companies want to develop in change, they must take the initiative to find out the changing needs of people and provide owners and users with satisfactory service. It is hard to use tangible product evaluation index to evaluate property service because service has the characteristics of being intangible. Property service has the characteristics of production and consumption at the same time, so we should evaluate service quality of property management from owners and property service companies.On the basis of related theories, this thesis started with research of property service quality evaluation model and method, and formed the questionnaire. Then the questionnaire survey was implemented in Rain Town for the study of service quality. Practice has proved that the method of index constructing and analysis was reasonable. The method can help property service companies overcome service defects.Firstly, this thesis chose the dumbbell model of the service quality evaluation by research on the present theories. After studying a variety of methods, combined with the subjective characteristics of property service quality, this thesis chose the fuzzy comprehensive evaluation method. Secondly, this thesis made the initial scale about customer perceived quality and organizational supporting quality, and carried out the questionnaire survey. The survey data were processed by difference analysis, discrimination analysis, correlation analysis to construct the applicable property service quality evaluation index. Thirdly, every indicator was given the weight by using analytic hierarchy process, to reflect the difference of importance of different indicators. Indicators empowerment laid the foundation for comprehensive analysis. Finally, this study carried out surveying in Rain Town and YiHe property service corporation limited. The survey data were processed by mathematical statistics analysis and fuzzy comprehensive analysis. The analysis conclusion was consistent with the actual situation.This study can be used to evaluate service quality of property management, and help property service companies find out the way to overcome service defects.