本科毕业论文---买方市场下房产企业客户满意度研究（论文）设计.docVIP

买方市场下房产企业客户满意度研究 【摘要】目前,中国的房地产事业已由卖方市场转向买方市场, 加之客户群体的日益趋于成熟，市场竞争也越来越激烈，政府监管日益严格。这些变化要求房地产开发企业将工作重心转向以追求客户的需求和满意度上来。但是目前商品房滞销，挤压的现象非常常见, 大量空置房造成资源的相对过剩。能否让顾客满意已经成为关系到房地产企业健康发展的关键因素。进行房地产客户满意度研究对企业的健康发展具有重要意义。鉴于顾客满意度（CSI）对房地产企业的重要性，笔者分析了顾客满意度，企业绩效，企业核心竞争力之间的关系，从顾客满意度和顾客满意度指数的函数入手，以杭州惠力房地产开发有限公司客户满意度模型为重点，建立房地产客户满意度评价体系，详细介绍客户满意度测评方法和分析。笔者还提出房地产开发企业顾客满意度经营的一些做法，希望真正为房地产开发企业提供有效借鉴，优化企业社会形象，实现多面受益。 【】Research on the customer Satisfaction of Real Estate Enterprises in the Buy’s market ——Take Hangzhou Huili Real Estate Development Company as a Case 【Abstract】hinese real estate market is experiencing rapid development and this trend is transforming to the buyer’s market. Besides the gradually matured customer group and the rigid government regulation have made the competition in this industry more and more intense. All of these changes require the real estate company to transform the working emphasis to the demand of the customer and the customer satisfaction index. However, the current business activities of the company are not centered on the customer’s demand and this has caused the dull of sale. So many overstock of the commercial residential building has caused the relatively surplus of the vacant housing units. Given this background, whether the company can meet the demand of the customer is the key issue to the sound development to the real estate companies. This thesis has analyzed the relationships between the customer satisfaction, the firm performance and the core competitiveness of the company and then started from the functions of the customer satisfaction and the customer satisfaction index to establish a model based on the performance of the Hangzhou Huili Real Estate Company, to form a evaluation system of the customer satisfaction and to introduce the evaluation method and the analysis. Meanwhile, the company has also put forward some running method of promoting the customer satisfaction. The author plans to use this thesis to provide some reference for