青海庄和房地开发有限公司西宁分公司物业服务满意度研究毕业论文.docVIP

毕业论文 青海庄和房地产开发有限公司西宁分公司物业服务满意度研究 学生姓名： 学号： 系 部： 专 业： 指导教师： 二Ｏ一五年六月 青海庄和房地产开发有限公司西宁分公司物业服务满意度研究 摘要： 随着房地产业宏观调控的进一步加剧，我国的房地产行业由最初的探索，面对着更为艰难和多变的经营环境和更为激烈的市场竞争，需要全面了解客户个性化需求和提高客户满意度的迫切性，是公司健康发展的前提。写作以客户满意度理论为基础，以青海庄和房地产开发公司西宁分公司研究对象，采取问卷调查法，运用客户满意度指数模型方法分析形成问卷调查，并对其调查结果进行数据分析，得出物业服务满意度高低是直接影响公司发展的主要因素之一。从调查结果可知，目前客户整体对公司为一般满意状态，针对客户不满意因素进行分析，采取相应方式改进；针对客户满意的因素应采取相应措施保持，最终提高客户满意度。 关键词：物业服务，客户满意度，客户满意度指数模型 Qinghai?ZhuangHe Real Estate Development Co.?Ltd.Xining Branch?of Property Service Satisfaction Research Abstract： With a further increase in real estate macro-control, Chinas real estate industry by the initial exploration, face a more difficult and changeable business environment and more fierce market competition, need to fully understand the customer demand for personalized and the urgency of improving the customer satisfaction is prerequisite for the healthy development of the company.Writing on the theory of customer satisfaction is based, to Qinghai Chuang and real estate development company Xining branch Ltd. the research object, take the questionnaire survey and analysis of the formation of the questionnaire using the customer satisfaction index model method, and analysis the data of the investigation result, that property service satisfaction level is one of the main factors that directly affect the development of the company.From the results of the survey show that, at present overall customer of the company as a state of general satisfaction, for customers with the factors analysis, take corresponding improvement; according to the factor of customer satisfaction should take corresponding measures to maintain and enhance the customer satisfaction. Key words: Property Management Services, Customer Satisfaction, Customer Satisfaction Index Model 目 录 1绪论 1 1.1选题背景 1 1.2研究目的 1 1.3 研究方法 1 2客户满意度理论综述 2 2.1客户满意度 2 2.2客户满意度模型 2 3青