Research On Promoting Customer Satisfaction Of Service Quality In YZ Property Company

The quality of property services is related to the quality of life of each household,and it also relates to whether property companies can achieve long-term development in market competition.Therefore,if we can lock sensitive indicators that affect the satisfaction of service quality,and invest limited resources efficiently to improve the residents' perception of service quality,they can largely accumulate the competitive advantages of property service enterprises,save costs and get the opportunity.YZ Property Company was established in May 1996.It is a wholly state-owned property service enterprise established by Gansu CC Group Company and registered by Lanzhou Administration for Industry and Commerce.The services currently provided by YZ Property Company are divided into two types of services,basic services and value-added services.The first mainly include the collection and payment of the cleaning,security,green plant maintenance,garbage removal,vehicle parking,water heating and other expenses of the community.The other mainly include on-site service contents such as circuit in the living room,maintenance of pipelines,and dredging of water.The types and quality of services provided by the company are still far from the leading property management companies in China.Driven by the policy of separation and transfer of the three industries,YZ Property,as the property receiver of the family members of some state-owned enterprises,realized that the improvement of household satisfaction has a far-reaching impact on future operations,but the level of satisfaction with the current community service quality.There is no clear idea for strategies to improve service quality satisfaction.Therefore,it is necessary to evaluate the satisfaction of the service quality provided by the residential property,obtain the sensitive factors to improve the satisfaction and develop the service quality satisfaction improvement strategy accordingly.Based on the literature of a large number of satisfaction studies,this paper attempts to establish a theoretical model of property service quality satisfaction,and obtains 231 owner satisfaction questionnaire data in the directly managed community of Gansu YZ Property Company.After verifying the reliability of the data,The structural equation model was used to analyze the acquired data,and found the weaknesses in the company's property service process and the service items that residents generally pay attention to.By analysis,it is found that residents' low satisfaction with service quality mainly because of safety management level,security service awareness,garbage disposal,community cleaning,vehicle parking order and public area lighting.The analysis also revealed that among the several factors affecting the satisfaction of service quality,the impact of maintenance service on service quality satisfaction is heavy,and other aspects of contribution to satisfaction are not obvious.Then based on the above analysis,the opinions and guarantees are suggested.This paper has guiding significance for the improvement of service quality satisfaction of YZ Property Company,and also provides new ideas for subordinate enterprises to start satisfaction improvement work,which has reference significance.