I 摘要 住宅小区物业管理作为一种新的房屋管理模式，属于我国住房制度改革和城 市化发展建设过程中发展的必然模式。住宅小区物业管理的发展毋容置疑改善了 人们的生活环境，提升人们的生活品质，对全社会的发展起到了推动作用。但经 济发展越来越快，人们生活水平也相应提高，随之而来的就是，人们慢慢地对生 活质量的要求也一步步提高，所以在享受物业管理给人们带来的各种便捷的同 时，也越来越重视物业管理给人们带来提供的服务质量的高低，注重消费体验和 精神愉悦，越来越看重物业管理公司能否带来人性化和全方位的服务。物业管理 给人们提供的产品有很多，但主要提供的产品肯定是服务，所以说服务质量是这 个行业发展的重要的生命线。因此，物业管理公司想要发展长远，必须提升服务 质量，只有这样才能提高业主对物业管理公司的信任，才能提高对物业管理公司 的满意度和信赖感，从而在市场竞争中取得优势地位。 本文在对物业管理理论回顾和研究现状分析的基础上，介绍了研究对象—— M住宅小区物业管理公司的现状、特点、服务质量进行分析，为后面进行业主 满意度调查方案设计及实施提供依据。对公司基层员工、管理层人员及业主满意 度调查方案整体进行设计；采用问卷调查法对业主满意度调查评估，并依据问卷 调查结果、采访基层员工和管理层人员的结果对该M住宅小区物业管理公司存 在的问题进行汇总，并对问题进行原因剖析，进而提出M住宅小区物业管理公 司的服务质量提升对策，包括项目物业服务改进的具体建议以及物业公司整体改 进措施。 关键词：物业管理；业主满意度；服务质量 Abstract II Abstract Thepropertymanagementofurbanresidentialdistrictisanewhousing managementmodeintheprocessofhousingsystemreformandurbanization developmentinourcountry.Itsdevelopmenthasimprovedpeople'sliving environment,improvedthequalityoflifeandpromotedthedevelopmentofsociety. However,withthedevelopmentofeconomy,people'slivingstandardalsoimproves correspondingly.Andpeople'srequirementsforthequalityoflifegraduallyimprove stepbystep.Whenenjoyingtheconveniencebroughtbypropertymanagement, peoplepaymoreandmoreattentiontothequalityofpropertyservice,the consumptionexperienceandspiritualpleasure.Peoplealsopaymoreandmore attentiontothehumanizationandallroundservice.Asweallknow,property managementprovidespeoplealotofproducts,butthemainproductofisservice,and thequalityofserviceisthedevelopmentoftheindustrylifeline.Inthiscontext,in ordertoimprovethesatisfactionandtrustoftheowners,propertymanagement companiescanonlyimprovethequalityofservice.Thenthepropertymanagement companiescangainanadvantageinthemarketcompetition. Basedonthereviewofthepropertymanagementtheoryandtheanalysisofthe researchstatus,thispaperintroducestheresearchobject--Mresidentialproperty managementcompany'sstatus,characteristics,andservicequalityanalysis,which providesabasisforthesubsequentownersatisfactionsurveyprogramdesignand implementation.Designtheoverallsatisfactionsurveyplanforthecompany's grass-rootsstaff,managementstaffandowners.Thequestionnairesurveymethodwas usedtoevaluatetheowners'satisfaction.Basedontheresultsofthequestionnaire surveyandinterviewswithgrassrootsemployeesandmanagementpersonnel,the existingproblemsoftheMresidentialareapropertymanagementcompanywere summarized.Thispaperanalyzesthecausesoftheproblems,andthenputsforward theservicequalityimprovementcountermeasuresofMresidentialestateproperty managementcompany,includingspecificSuggestionsontheimprovementofproject propertyserviceandtheoverallimprovementmeasuresofthepropertymanagement company. Keywords:propertymanagement;customersatisfaction;qualityofservice 目录 目录 摘要.............................................................................................................................I Abstract..........................................................................................................................II 第1章绪论..................................................................................................................1 1.1研究背景及意义..............................................................................................1 1.1.1研究背景................................................................................................1 1.1.2研究意义................................................................................................1 1.2国内外研究现状..............................................................................................2 1.2.1国外研究现状........................................................................................2 1.2.2国内研究现状........................................................................................4 1.3研究内容及方法..............................................................................................4 1.3.1研究内容................................................................................................4 1.3.2研究方法................................................................................................5 第2章理论基础..........................................................................................................6 2.1住宅小区物业管理理论..................................................................................6 2.1.1基本含义................................................................................................6 2.1.2基本特点................................................................................................6 2.1.3主要作用................................................................................................7 2.2物业服务理论..................................................................................................7 2.2.1基本含义................................................................................................7 2.2.2基本特点................................................................................................8 2.2.3主要内容................................................................................................8 2.3服务质量理论..................................................................................................9 2.3.1基本概念................................................................................................9 2.3.2基本特征..............................................................................................10 2.3.3物业管理质量管理体系基本内容......................................................10 第3章M住宅小区物业管理公司现状分析...........................................................13 3.1公司简介........................................................................................................13 3.1.1公司概况..............................................................................................13 3.1.2公司组织结构......................................................................................13 3.1.3质量管理体系......................................................................................15 3.1.4公司特点..............................................................................................15 目录 3.1.5SWOT分析...........................................................................................15 3.2物业管理服务现状分析................................................................................16 3.2.1员工现状分析......................................................................................16 3.2.2物业服务现状分析..............................................................................16 3.3其他物业管理公司经验分析........................................................................17 3.3.1万科物业..............................................................................................17 3.3.2彩生活物业..........................................................................................18 第4章业主满意度调查方案设计............................................................................19 4.1业主满意度诊断分析方案设计....................................................................19 4.1.1业主满意视角方案设计......................................................................19 4.1.2基层员工视角方案设计......................................................................22 4.1.3管理层人员视角方案设计.............