Research On The Influence Of Group Property Service Quality And Customer Loyalty

The property service quality is actually based on the property company's service projects,which can meet the requirements or effectively meet the needs of customers.This thesis takes the group building customers providing property management in ZH Industrial Company as the research object.Its property service quality includes building cleaning service,reception and conference service,security service,equipment and facility service,quick-response and value-added service,which comprehensively covers nearly all the services of the company.The property service quality can give a refreshing experience to customers with the help of housekeeping and warm-feeling service.It plays a key role in building the company's own brand,creating high-quality service and enhancing competitive power,thus achieving a win-win result for both customers and the company.At the same time,more and more domestic and foreign scholars have been doing research on customer loyalty.By extensively asking for the customer's service experience,a property company can yield new ideas for high-quality service,and then put forward more effective service practices to help improve the work efficiency and customer satisfaction,in order to create more value of the company.Therefore,the mechanism of action between property service quality and customer loyalty is discussed,which has its own significance.This study attempts to explore the impact of property service quality on customer loyalty,from which the customer satisfaction plays an intermediary role,through empirical analysis to explore the interrelationship between them,and further verify the hypothesis in order to strengthen the quality service management of a property company and summarize targeted opinions and recommendations.In this thesis,the methods of literature research and empirical research are adopted.By consulting the predecessors' literature and issuing questionnaires,the questionnaires are sent to the clients in the office buildings under the jurisdiction of ZH Industrial Company,and 472 questionnaires are effectively received.A series of statistical analyses,including descriptive statistics,correlation analysis and regression analysis,were carried out on the questionnaires received.The relationship between property service quality and customer loyalty was further explored,as well as the mediating effect of customer satisfaction occurred between them.The conclusion of this study is as follows:First,in the property service quality,the four dimensions of building cleaning service,equipment and facility service,quick-response and value-added services have a significant positive effect on customer loyalty continuing to choose the willingness dimension.Second,in the property service quality,the five dimensions of building cleaning service,reception and conference service,equipment and facilities service,quick-response and value-added services have a significant positive effect on customer loyalty recommending dimensions to others.Third,in the property service quality,the four dimensions of building cleaning services,equipment and facilities services,quick-response and value-added services have a significant positive effect on the customer loyalty taking price tolerance.Fourth,customer satisfaction plays a partial intermediary role between property service quality and customer loyalty.