住宅物业管理服务质量评价体系的构建及应用研究
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摘要
物业管理在中国虽有20多年的发展,但目前仍处于初级阶段,加入WTO后物业管理业充满机遇,也面临巨大的挑战。面对机遇与挑战,要想获得生存与发展,提高服务质量,建立以业主为中心的服务质量体系,是物业企业的必然选择。
本文首先介绍了国内外对服务质量的研究现状,并对服务质量评价模型进行了比较分析。其次,在此基础上构建了住宅物业服务质量的原始指标体系;通过相关分析和因子分析对原始指标进行了调整,形成了最终的住宅物业服务质量评价指标体系;通过信度和效度检验验证了评价指标体系的可靠性和有效性。最后,将指标体系应用到连云港市的苍梧和玉带新村两住宅小区中,对其总体服务质量进行了评价与比较,并提出了一些优化物业企业服务质量的措施。
China's property management has developed for more than 20 years, but it is still at the immature stage. After China's accession to WTO the industry of property management confronts tremendous opportunities as well as challenges. In order to survive and develop in such a situation, it is vitally for the industry to improve its service qualities and establish a service quality system which is focusing on the owner of property.
Firstly, the thesis introduced the present research situation of the service quality of property management both at home and abroad, and made a comparative analysis on the evaluation models for service quality. Secondly, the thesis built up an original evaluating index system for service quality of residence property management. By using methods of correlation analysis and fact analysis, the author adjusted these index, and formed a final evaluation index system, and validated its credibility and the validity. Finally, the author applied the evaluation system to the housing districts of CangWu and YuDaiXinCun in LianYunGang, evaluated and compared their effects, then put forward several measures to improve service quality of property management.
本文首先介绍了国内外对服务质量的研究现状,并对服务质量评价模型进行了比较分析。其次,在此基础上构建了住宅物业服务质量的原始指标体系;通过相关分析和因子分析对原始指标进行了调整,形成了最终的住宅物业服务质量评价指标体系;通过信度和效度检验验证了评价指标体系的可靠性和有效性。最后,将指标体系应用到连云港市的苍梧和玉带新村两住宅小区中,对其总体服务质量进行了评价与比较,并提出了一些优化物业企业服务质量的措施。
China's property management has developed for more than 20 years, but it is still at the immature stage. After China's accession to WTO the industry of property management confronts tremendous opportunities as well as challenges. In order to survive and develop in such a situation, it is vitally for the industry to improve its service qualities and establish a service quality system which is focusing on the owner of property.
Firstly, the thesis introduced the present research situation of the service quality of property management both at home and abroad, and made a comparative analysis on the evaluation models for service quality. Secondly, the thesis built up an original evaluating index system for service quality of residence property management. By using methods of correlation analysis and fact analysis, the author adjusted these index, and formed a final evaluation index system, and validated its credibility and the validity. Finally, the author applied the evaluation system to the housing districts of CangWu and YuDaiXinCun in LianYunGang, evaluated and compared their effects, then put forward several measures to improve service quality of property management.
引文
[1]黄永安.现代房地产物业管理.第3版.北京:东南大学出版社,2003.6
[2]深圳物业管理年鉴·2004/《深圳物业管理年鉴·2004》编辑委员会编.海天出版社,2004.6
[3]崔立新.服务质量评价模型.北京:经济日报出版社,2003.4
[4]王万华,高松等.服务营销。山西:山西经济出版社,1998.11
[5]汪纯孝,蔡浩然.服务营销与服务质量管理.广州:中山大学出版社,1996.6
[6]宋彦军.TOM/IS09000与服务质量管理.北京:机械工业出版社,2004.10
[7]齐锡晶.物业管理理论与实务.北京:中国建材工业出版社,2002
[8]卢恩平.物业管理实务(上下).轻工业出版社.2001
[9]王家福.物业管理条例解释.北京:中国物价出版社,2003.6
[10]李春涛,蔡育天.物业管理基础教程(修订本).上海:上海三联书店,1998.7
[11]李怀祖.管理研究方法论.第2版.西安:西安交通大学出版社.2004.1
[12]郭志刚.社会统计分析方法--SPSS软件应用.北京:人民大学出版社.2003
[13]林杰斌,林川雄等.SPSS12统计建模与应用实务.北京:中国铁道出版社.第1版.2006.2
[14]孔繁来.中国服务业问题研究评述,中国经济运行与政策报告No.2:中国服务业的增长与结构.北京:社会科学文献出版社,2004.5
[15]苏光柱.当前房地产企业物业管理现状与对策探讨.商场现代化.2007(1):54-55
[16]云子.物业管理.物业综合走势:全国由混沌走向有序.2004(2):14-18
[17]金序能.南京理工大学学报(哲学社会科学版).住宅小区物业管理评价指标体系的研究.1998(6):115-117
[18]郑月霞.物业管理指标体系及评价方法.天津城市建设学院学报.1999(9)
[19]黄永安、空海峰.构建物业管理质量评价思考.中国房地产.2002(10):52-53
[20]王青兰.如何进行物业管理的满意度测评.中国建设信息.2003(5)
[21]戴永.物业服务质量感知与查据分析.经济工作导刊.2003(10)
[22]张虹、刘威.物业管理服务水平评价模型的研究.武汉理工大学学报.2006(12)94-96
[23]周文国、韩国波.物业管理服务质量差距的成因及解决策略研究.企业经济.2006(8)95-97
[24]谢东.湖南大学学报(社会科学版).我国物业管理现状与对策分析.2003(2):21-26
[25]苏宝炜,李薇薇.反思物业管理与IS09000的“联姻”,住宅与房地产·物业管理版.2004.7(133),P58-59
[26]王志毅.城市开发.差距与创新:中国物业管理的发展及未来.2003(6):69-71
[27]邓洁君,罗利.住宅小区物业管理业主满意度测度研究.技术与市场.2006(9):58-60
[28]阮连法,翟东,黄秦波.住宅小区物业管理顾客满意度研究.专家论坛.2004(4):14-15
[29]韦福祥.顾客感知服务质量与顾客满意相关关系实证研究.天津商学院学报.Vol.23.No.1.Jan.2003
[30]李湛.服务承诺适得其反.市场与消费.1999(8)
[31]Will Liam Walters.Practice of Real Estate Management for Experienced Property Manager.McGRAW.2003(8):3-86
[32]W.T.Huges.Regulations on Property Management.Pager Publishers,1995:177-187
[33]Kent B.Banning.Residential Property Management Handbook.Real Estate Education Co,2000:200-206
[34]A.Parasuraman,V.A.Zeithaml,and L.L.Berry,SERVQUAL:A multiple-item scale for measuring consumer perceptions of service quality.Journal of Retailing,vol.64,noll Spring 1988,p12-40
[35]Cronin J J Jr,Taylor S A.SERVPERF Versus SERVQUAL:Reconciling Performance-Based and Perception-Minus-Expectations Measurement of Service Quality.Journal of Marketing,1994,(58):125-135
[36]Brown T J,Gilbert A,Churchill Jr,Improving the measurement of Service Quality.Journal of Retailing,1993,(69):127-139
[37]Maury Seldin,R.H.Swenson.Real Estates Investment Strategy.Third Edition.Macgraw.1999:36-45
[38]Anthony Downs David Dowling.Principles of Property Management.2001:112-115
[39]Cowling,Newman Banking on people:TOM,Service quality and human resource.Personnel Review,Vol.24 No.7,1999:p25-40
[40]信度效度(http://www.chinacae.com.cn/Display.asp?id=3970)
[41]中国物业管理协会(http://www.ecpmi.org.cn)
[42]突破业主与物业公司的瓶颈(http://www.hb.xinhuanet.com/zhuanti/2006-03/09/content 6429086.htm)
[43]中央电视台网站(http://www.cctv.com)
[44]佚名.满意度研究中的指标权重确定.(http://www.cmra.org.cn)
[2]深圳物业管理年鉴·2004/《深圳物业管理年鉴·2004》编辑委员会编.海天出版社,2004.6
[3]崔立新.服务质量评价模型.北京:经济日报出版社,2003.4
[4]王万华,高松等.服务营销。山西:山西经济出版社,1998.11
[5]汪纯孝,蔡浩然.服务营销与服务质量管理.广州:中山大学出版社,1996.6
[6]宋彦军.TOM/IS09000与服务质量管理.北京:机械工业出版社,2004.10
[7]齐锡晶.物业管理理论与实务.北京:中国建材工业出版社,2002
[8]卢恩平.物业管理实务(上下).轻工业出版社.2001
[9]王家福.物业管理条例解释.北京:中国物价出版社,2003.6
[10]李春涛,蔡育天.物业管理基础教程(修订本).上海:上海三联书店,1998.7
[11]李怀祖.管理研究方法论.第2版.西安:西安交通大学出版社.2004.1
[12]郭志刚.社会统计分析方法--SPSS软件应用.北京:人民大学出版社.2003
[13]林杰斌,林川雄等.SPSS12统计建模与应用实务.北京:中国铁道出版社.第1版.2006.2
[14]孔繁来.中国服务业问题研究评述,中国经济运行与政策报告No.2:中国服务业的增长与结构.北京:社会科学文献出版社,2004.5
[15]苏光柱.当前房地产企业物业管理现状与对策探讨.商场现代化.2007(1):54-55
[16]云子.物业管理.物业综合走势:全国由混沌走向有序.2004(2):14-18
[17]金序能.南京理工大学学报(哲学社会科学版).住宅小区物业管理评价指标体系的研究.1998(6):115-117
[18]郑月霞.物业管理指标体系及评价方法.天津城市建设学院学报.1999(9)
[19]黄永安、空海峰.构建物业管理质量评价思考.中国房地产.2002(10):52-53
[20]王青兰.如何进行物业管理的满意度测评.中国建设信息.2003(5)
[21]戴永.物业服务质量感知与查据分析.经济工作导刊.2003(10)
[22]张虹、刘威.物业管理服务水平评价模型的研究.武汉理工大学学报.2006(12)94-96
[23]周文国、韩国波.物业管理服务质量差距的成因及解决策略研究.企业经济.2006(8)95-97
[24]谢东.湖南大学学报(社会科学版).我国物业管理现状与对策分析.2003(2):21-26
[25]苏宝炜,李薇薇.反思物业管理与IS09000的“联姻”,住宅与房地产·物业管理版.2004.7(133),P58-59
[26]王志毅.城市开发.差距与创新:中国物业管理的发展及未来.2003(6):69-71
[27]邓洁君,罗利.住宅小区物业管理业主满意度测度研究.技术与市场.2006(9):58-60
[28]阮连法,翟东,黄秦波.住宅小区物业管理顾客满意度研究.专家论坛.2004(4):14-15
[29]韦福祥.顾客感知服务质量与顾客满意相关关系实证研究.天津商学院学报.Vol.23.No.1.Jan.2003
[30]李湛.服务承诺适得其反.市场与消费.1999(8)
[31]Will Liam Walters.Practice of Real Estate Management for Experienced Property Manager.McGRAW.2003(8):3-86
[32]W.T.Huges.Regulations on Property Management.Pager Publishers,1995:177-187
[33]Kent B.Banning.Residential Property Management Handbook.Real Estate Education Co,2000:200-206
[34]A.Parasuraman,V.A.Zeithaml,and L.L.Berry,SERVQUAL:A multiple-item scale for measuring consumer perceptions of service quality.Journal of Retailing,vol.64,noll Spring 1988,p12-40
[35]Cronin J J Jr,Taylor S A.SERVPERF Versus SERVQUAL:Reconciling Performance-Based and Perception-Minus-Expectations Measurement of Service Quality.Journal of Marketing,1994,(58):125-135
[36]Brown T J,Gilbert A,Churchill Jr,Improving the measurement of Service Quality.Journal of Retailing,1993,(69):127-139
[37]Maury Seldin,R.H.Swenson.Real Estates Investment Strategy.Third Edition.Macgraw.1999:36-45
[38]Anthony Downs David Dowling.Principles of Property Management.2001:112-115
[39]Cowling,Newman Banking on people:TOM,Service quality and human resource.Personnel Review,Vol.24 No.7,1999:p25-40
[40]信度效度(http://www.chinacae.com.cn/Display.asp?id=3970)
[41]中国物业管理协会(http://www.ecpmi.org.cn)
[42]突破业主与物业公司的瓶颈(http://www.hb.xinhuanet.com/zhuanti/2006-03/09/content 6429086.htm)
[43]中央电视台网站(http://www.cctv.com)
[44]佚名.满意度研究中的指标权重确定.(http://www.cmra.org.cn)