房地产顾客满意度的研究-系统工程专业论文.docxVIP

房地产顾客满意度的研究 摘要 目前，中闺房地产企业距以迅猛之势在全国范围内建勃发展，并且由卖 方市场转为买方市场，客户日趋成熟、市场竞争臼益激烈，再加上政府监管 越来越严格，要求房地产开发企业的工作中心转向以追求客户需求和客户满 意为根本点上.但目前的房地产开发活动仍然没有能够做到放照客户的需求 生产，导致了大锺商品房滞销，进而积压，形成大量的交货房.能否让顾客 满意巳经成为影响房地严企业持续发展的关键因素，因此研究房地产企业的 顾客满意问题，对房地产企业的健康发展具有重要意义. 基于顾客满靠在度 (CSI)对房地产的主定要性，本论文首先分析了顾客满 意度与企业绩效及企业核心竞争力的关系，并从鉴定顾客满意度和顾客满意 度指数的涵义入手，以瑞典、美国、欧盟等顾客满意度模型为重点，构建了 中国房地产顾客满态度模型，建立房地产顾客满意评价体系，并详细介绍顾 客满意度测评方法及测评分析。同时，本文还提出房地产开发企业顾客满意 经营的几种做法，以期房地户开发企业能真正的以顾客需求为导向，在满足 顾客满意的前提下，获取…定的经济效益，并树立起良好的社会形象，最终 达到社会、顾客及企业的五赢飞 关键诩 房地产:顾客满意度:顾客满意度指数:测评 Study on Customer Satisfaction in the Real Estate Abstract At present ，Chinese real estate enterprises are developing vigorously.ηle market has changed from the sel1er market to the buyer market，customers are becoming more and more mature，and the competition among these companies ís beωmíng more and more severe. At the same time，government supervisal is beωming s创cter and stricter. AI1 these changes demand the real estate ente叩risesωconcentrate on the customers needs and satisfaction. But many enterprises c创mot stm satísfy customers demand yet. Thís sítuation causes that massíve apartments are difficult to be sold. Whether real estate enterpríses can satisfy their customers demands already have become the key poínt that impacts continual development of the real estate enterprises. 80 the study on customer s创isfaction is significant 10 the healthy development of real estate enterprises. Owing to the importance of customer satisfaction to real estate enterprises， firstly the thesis analyses the relations of customer satisfaction ，the enterprises perforrnance and the core competition. In order to solve the problem of the scientific management ，especially customers forecasting demand ，the concept of Customer 8atisfactíon Index Investigation and Research are introduced in this paper. The thesis has taken on the relative mature methods of Customer Satisfaction Index such as in Sweden，USA，应uropean Union as reference and has est