Research On The Satisfaction Of Property Service Of BE Company Based On SERVQUAL Model

With the continuous acceleration of China's urbanization level,more and more towns and villages are flocking into cities for employment and settlement.The real estate industry is thriving vigorously with the support of the era bonus,and it also drives the rapid development of the property service industry.People who settle in cities want to get better property services to achieve the goal of comfortable living.At the same time,the problems like homogenization of property services,rising cost of property management and difficulties in collecting property management fees have become a trouble for property management companies,which has turned the management focus of property management enterprises from the original focus on “management” properties to today's focus on "service" customers.Based on the relevant research theories of property service,service quality and customer satisfaction,this paper starts from the actual situation of BE Property Company and clarifies the customers' satisfaction evaluation towards BE Property Company's service including 22 influencing factors and 7 dimension indicators like security,comfort,tangibles,reliability,responsiveness,assurance and empathy based on SERVQUAL model.The real information of customer satisfaction is obtained through questionnaires and the weight of customer satisfaction evaluation is determined by applying Analytic Hierarchy Process.Through empirical analysis,this paper reveals that customers' overall perception towards the level of property service provided by BE property company is general.Among them,customer satisfaction with V1 security,V2 comfort,V3 tangibles,V4 reliability,and V7 empathy are general.Customer satisfaction with V5 responsiveness is unsatisfied,and customer satisfaction with V6 assurance turns out to be satisfied.The article further analyzes the influencing factors of customer satisfaction and finds that V1 security,V4 reliability and V5 responsiveness are the key dimension indicators that constrain the service satisfaction of BE Property Company.The key factor in V1 security is Q2 “property security's regular inspection of community greening,construction,and mechanical facilities to ensure the environmental safety of the owners”.The key factor in V4 reliability is Q10 “property companies try their best to help owners solve problems”.The key factor in V5 responsiveness is Q15 “ property company employees can provide services in place as soon as possible”.Based on the actual situation of BE Property Company's service and customer satisfaction survey,this paper has put forward countermeasures,namely to adjust relevant property management systems and measures starting with the customer's concern about property services,and to improve the quality of property services and to upgrade customer satisfaction by the means of improving security level,property capability level,responsiveness level and core competitiveness.With a view to the long-term improvement of the service quality of BE Property Company,as well as the ability to capture customers' requirements,needs and feedback,this paper has proposed corresponding safeguard measures from the four aspects including systems,training,culture,and compensation.