| With the rapid development of China’s economy,people’s life pursuit has made a qualitative leap,and the service industry also began to develop rapidly in China.As a relatively new service industry,property service began to be known by everyone,and its service level has been rapidly improved.However,as a relatively new industry,the management level of China’s property service industry is quite backward compared with that of developed countries,and the services of property management enterprises need to be improved in many places.The main reason is that the development of the property management industry in China is relatively late and the starting point is lower than others.In order to develop rapidly and cope with the competitive pressure in the market,property management enterprises have to improve the management ability and service quality of property management companies.Taking ZD property management company as the research object,this paper makes an in-depth analysis of its property services by combining research literature with empirical investigation.Through to the property service and service quality related theory study,combing,introducing SERVQUAL scale based on the characteristics of lh-zd property companies themselves,from tangibility,reliability,responsiveness,assurance and empathy scientifically design the questionnaire in five dimensions,a total of 26 problem,through three personnel investigation of lh-zd property company’s current service quality comprehensive evaluation,concluded that lh-zd property company service quality in reliability dimension,ensure dimension,responsiveness,dimension,the average scores of tangibles dimension and empathy dimension,the dimension scores the highest reliability,tangibility and empathising minimum two dimension evaluation.Through research,the problems in service quality of ZD property management company are concluded,which mainly include three aspects:low quality of all kinds of publicity materials and correspondence in tangible dimension,poor maintenance and cleaning tools,and poor layout of public areas.Problems in reliability dimension include delayed follow-up of individual service items and unclear charging standard.Problems with the responsiveness dimension include outdated communication channels and inability of customers to understand the troubleshooting process directly.There are some problems in the assurance dimension,such as unclear service content,differences in the skill level of outsourcing employees,and still need to be strengthened in customer privacy protection.Problems exist in the empathic dimension.There are several aspects to be strengthened,such as the failure to proactively inform customers of abnormal data,the failure to provide sufficient personalized services,the failure to provide 7*24 hour service and the return visit of customer complaints.In view of the problems found in the survey,the author puts forward the improvement and promotion strategy of ZD property management company’s service quality.Taking the five dimensions of service quality as the main logic line,this paper proposes targeted improvement plans,such as strengthening detail management to improve service level,updating and improving property service facilities,and strengthening the layout of public areas.Establish full cycle management and timely follow up service projects to improve the transparency of property service charges;Establish diversified communication channels and improve fault handling process;Optimize resource allocation,strengthen communication and coordination with outsourcing units,and strengthen customer privacy protection;Take the initiative to inform abnormal conditions,carry out differentiated extension services,establish efficient operation of the call center,take the initiative to solicit opinions,and make customer return visits.The above measures solve the practical problems in the management of ZD property company,and provide reference for the improvement of service quality for such property companies. |
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