摘要
经过20多年的探索,我国物业管理作为一个新兴的行业已初具规模,成为国民经济发展的重要增长点。物业管理行业的迅速发展,极大地改善了城市面貌和居住环境,提高了人民群众生活质量,拓宽了城市就业渠道,推动了第三产业的发展。物业管理作为一个社会性服务行业,具有综合性强、涉及面广、重要程度高、社会影响大的特点。由于物业管理具有社区、环境建设和管理的独特功能,已成为城市管理、社区建设的最重要的组成部分。然而物业管理行业在快速发展的过程中,也遇到了诸多的困难和压力,暴露出一系列的问题和矛盾。目前物业管理行业存在问题主要表现为物业管理企业发展条件差、经营效率低,物业服务质量不高,业主满意程度较低,政府监管不力,行业法律法规不健全等。物业管理行业的发展问题已得到政府和社会各方面的高度重视和密切关注,研究解决物业管理行业发展问题已成为当务之急。
本文研究的目的是运用系统分析的原理,分析物业管理行业系统中物业管理企业子系统、业主子系统、政府子系统及其相互关系,提出物业管理行业发展研究的理论分析框架,为政府和企业研究制定物业管理行业发展策略提供决策依据,帮助和支持物业管理行业走出困境,促进物业管理行业的健康发展。具体而言,本文主要进行了以下几方面的研究:
(1)论文通过对物业管理行业系统的界定,提出了物业管理行业系统的内部构成、系统目标及其外部环境。物业管理行业系统包含物业管理企业、业主、政府子系统和其他子系统。物业管理行业作为服务性行业,不仅要取得经济收入,创造经济效益,还包括为业主和社会创造一个安全、舒适、文明、和睦、优美的生活空间,以提高社会效益。物业管理行业发展还受政治和法律环境、经济环境、社会文化环境、自然地理环境、技术环境以及人力资源环境等外部环境因素的影响。
(2)论文在充分调查分析南京市物业管理企业发展现状和存在问题的基础上,研究了物业管理企业的发展条件和经营效率问题。当前物业管理企业发展条件较差,经营效率不高。综合来看,影响物业管理企业发展的主要是发展条件和经营效率两个层面,因此,本文主要从这两个层面对物业管理企业子系统进行分析,探讨了当前我国物业管理企业发展条件的不足,找出影响物业管理企业经营效率的主要因素。研究中构建了物业管理企业发展条件的评价指标体系,运用模糊综合评判法对物业管理企业发展条件进行评价,并进行实证分析。研究表明当前大部分物业管理企业发展条件较为薄弱,企业资质等级与经营规模、服务内容和服务质量水平以及物业管理专业人员缺失是影响企业发展条件的重要因素。然后构建了物业管理企业经营效率的评价指标,运用主成分分析法对物业管理企业经营效率进行评价,并进行实证分析,得到物业管理企业经营效率主要取决于实际收缴率、成本利润率、非公共性服务收入比例和劳动生产率。
(3)论文分析了业主在物业管理行业中的地位与作用,提出了业主满意度是物业管理行业发展的前提。在此基础上,对业主满意度和价格容忍度进行了研究,构建了业主满意度和价格容忍度的分析模型,采用实证数据对业主满意度和价格容忍度的关系进行定量分析、验证。研究表明业主满意度和价格容忍度之间具有显著的正向关系。本文验证了价格容忍度影响因素模型的7个假设,研究发现,业主涉入程度、对价格公平的感知、对物业管理服务的满意度,以及物业管理服务质量均会影响业主的价格容忍度,并具有正向影响关系。业主的涉入程度、对价格公平的感知和物业管理服务质量也会对业主满意度有正向影响。然后,分析了业主对物业管理满意度较低的原因,主要包括业主的物业管理消费意识比较淡薄,物业服务企业素质低、服务质量不高,业主与物业管理企业之间平等双向选择的机制尚未建立,物业服务内容不能满足业主的需求和期望。
(4)论文从经济学角度和现实性角度分析了物业管理市场失灵及其矫正,提出了政府干预物业管理行业的必要性。研究表明:物业管理服务具有准公共物品性质;物业管理服务信息不对称,从而导致“逆向选择”行为,低物业服务水平的物业管理企业会把高物业服务水平的物业管理企业驱逐出市场,从而使市场上的物业管理总体服务水平持续下降;由于外部性的存在,物业管理市场供给不可能达到社会最优;同时,业主由于认知物业管理服务的知识与能力的有限性、时间与精力的有限性,其购买决策只能是有限理性的,其结果是高物业服务水平的物业管理供给不足,低物业服务水平的物业管理供给过剩。总之,物业管理市场存在失灵情况,要求政府对物业管理行业进行干预。
(5)论文分析了物业管理企业、业主和政府三者之间的博弈关系:物业管理服务内容及收费方案是物业管理企业与业主之间利益博弈的焦点;物业管理市场化与政府管制之间的矛盾、企业成本与效益之间的均衡是物业管理企业与政府利益博弈的主要内容;政府对物业管理投入与业主期望是政府与业主利益博弈的关键。博弈模型结果显示,物业管理行业发展的最优模式是物业管理企业、业主和政府三者结合的模式,该模式是政府提供政策(包括优惠政策),运用市场机制,吸引物业管理企业介入,业主参与,共同完成物业管理。
最后,论文从物业管理企业、业主和政府行政管理等方面提出了促进物业管理行业发展的对策建议。第一,提高物业管理企业经营效率和业主满意程度的对策,包括建立规范的企业管理制度,提高物业服务水平和质量,创立品牌战略、提高市场占有率,锁定“顾客群”、培育业主忠诚等建议;第二,完善业主自治机制的对策,包括培养业主的物业服务消费意识,加快业主大会、业主委员会的组建步伐,充分发挥业主委员会的作用等建议;第三,加强政府行政管理的对策,包括加强政府管制、避免运用市场机制所产生的负外部性,采取多种手段解决物业管理市场失灵,建立物业管理与社区管理相结合的管理体制,完善服务等级收费制度,合理定位博弈主体利益,完善行业自律组织一物业管理协会等建议;第四,其他相关对策,包括加大舆论宣传力度、建立正确的舆论导向,加快物业管理人才的培养,发挥物业管理第三方组织的作用,加强对房地产开发建设的监督与管理等建议。
As an emerging industry, property management has begun to take shape became a national economic growth after20years'exploration.The rapid development of property management industry has greatly improved the urban appearance and the living environment,as well as people's living standards. Meanwhile, the employment channels have been broadened and the tertiary industry has been promoted. Property management as a social service industry, which involves many sectors and has social imparts, is comprehensive and is becoming more and more important. It has became the most important part of urban management and community construction as it's unique affect in community and environment construction and management. However, during the rapid development, property management has also encountered lots of difficulties and pressure. A series of problems and contradictions have been revealed. At present, poor condition for development, low operational efficiency and bad service are major problems exist in property industry, among which, low degree of satisfaction of property owner the lack of supervision of government, and inadequate laws and regulations also take a part. Therefore, the government and social organizations from all sectors have already pay great attention to the development of property management industry, and the study on these problems and solving them has become a crucial issue.
This paper studies the subsystem of property management enterprises, property owners and government, and analyzes the relationship among the three study objects with the principle of system property analysis, then proposes the theoretical framework for study on the development of property management, which provide basis for making decision on property management, help to support property management enterprises overcome difficulties, and promote health development. Mainly, the paper includes the following part:
(1) The internal structure and the target as well as the external environment of property management industry system are proposed through the definition of the property management industry system. Property management enterprises, property owners and government make the three major subsystems of property management industry system. As a part of service industry, it's more important for the property management enterprises to create a safe, comfortable, civilized, harmonious and beautiful living space to enhance social benefits than gain economic income. Also, the development of the property management industry is affected by political and legal environment, economic and cultural environment, natural geographical environment and technological environment as well as human resource environment.
(2) On the basis of fully survey and analysis of the present situation and the existing problems of the property management enterprises in Nanjing. This paper studies the development condition and the business efficiency of property management enterprises. It can be seen from the study, the development condition is poor and the efficiency is low. On the whole, this paper analyzes the bad conditions for the development of property management industry and finds out the major factors which affect the operational efficiency of property management enterprises. In the study, this paper proposes the evaluation index system for the development condition of the property management industry and evaluates the development condition by the fuzzy comprehensive evaluation and empirical analysis. Research shows that at present, most of property management enterprises are in weak conditions, the level of proficient qualification, business scale, and service quality as well as the lack of professionals are important factors which affect property management enterprises. And then, an efficiency evaluation index system is built and the operational efficiency of property management enterprises is evaluated through the principal component analysis as well as empirical analysis. The evaluation is that the operational efficiency of property management enterprises largely depends on the actual collection rate, the margin cost, non-public service revenue and the proportion of labor productivity.
(3) This paper analyzes the role of property owners in property management industry and proposes that the satisfaction of property owners is the prerequisite for development. On this basis, owners'satisfaction and the price tolerance is studied, and a model is built. Empirical data is adopted to quantitatively analyze and verify the relationship between the owner's satisfaction and price tolerance, and a positive relationship is found in the analysis, also, assumptions which affect price tolerance were verified. Research also shows that owner's involving in property management, the perception of a fair price, and the quality of property management service will affect owner's satisfaction, and their relationship is positive. And then, the paper analyzes the reasons why the degree of the owner's satisfaction is low. Mainly, there are5factors:weak consumption awareness of property owners, low level of the qualification of property management business, the two-way-mechanism for equal choice hasn't been established yet, the service can't meet the owner's needs and expectations.
(4) According to both economics and the current reality point of view, the paper analyzes the market failure and the necessaries for the government's intervention. Research shows the property management service is a quasi-public goods; the "adverse selection", as a result of inadequate information of property owners, will exile companies with high level of service from the property management market instead of companies with low level of service, finally the overall level of service decline; due to the existence of externalities, the supply of property management market can't meet social optimum; meanwhile, due to limited knowledge and capacity, as well as limited time and energy, the property owners' purchase decisions are limited, as a result, the adverse selection was born. In short, the property management market's failure needs government's intervention.
(5) The paper analyzes the game-relationship among property management enterprises, property owners and the government: the property management service and the fee is the focus of the game between property management enterprises and property owners, the conflict between the property management market and the government's intervention as well as the balance between the cost and benefit is the major part in the game between property management enterprises and the government; the government's investment in property management business and the expectation of property owners is the key of the game between the government and property owners. The game-model shows that, the most reasonable model is the model that combines property management enterprises, property owners with the government. It is a model in which the market mechanism is adopted to attract both property management enterprises and property owners into property management with the policy made by the government.
Finally, this paper proposes suggestions for the development of property management industry. First, we should establish a standardized system of corporate governance; enhance the level and quality of property management service to improve operational efficiency of property management service and owner's satisfaction. Also, the brand strategy should be created to increase the market share. And, customs should be "lock" to cultivate loyalty. Second, property owners'consumption awareness should be cultivated and owners committee should be set up to give full play to the role of owners' commission. Third, the government should strengthen its intervention to avoid market's negative effect. Various means should be taken to avoid market's failure; combine property management with community management; improve the fee-charging system and charge fee according to the level of service; the benefits of the third aspects of the game should be reasonably established, improve the association of property management-a self-regulatory organization of property management industry. Fourth, enhance public awareness and set up a correct direction for public discussion, speed up the cultivation of property management talent, give full play to third-party organizations to strengthen the supervision of the real estate development.
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