基于顧客滿意模型的物業(yè)管理服務(wù)評價研究.pdf

1、華中科技大學(xué)碩士學(xué)位論文基于顧客滿意模型的物業(yè)管理服務(wù)評價研究姓名：曹小榮申請學(xué)位級別：碩士專業(yè)：管理科學(xué)與工程指導(dǎo)教師：李斌20061108華中科技大學(xué)碩士學(xué)位論文AbstractSincethereformandopenpolicytherehasbeenhugeachievementonthemunicipalhousingconstruction，people‘shousingconditionshasbeengreatchan

2、gedPeople’srequestsforhousinghavepromotedfromhaveahousetolivewell，spendingmoneyontheenvironmentandthemanagementhasbecomethefashionwhichthedeveloperandtheinhabitantpursuesHowtodowellintheestatemanagementhasbecomethefocalp

3、ointwhichpeoplepaysattentiontoTooBreount硝theestatemanagementisboththesunriseindustryandalsotheemergingindustryTherearefewmaturemanagerialexperiences，andtheappraisalsystemsofestatemanagementregardingtothecustomersatisfact

4、ionmodelarelessInviewofthesequestions，thisarticleintroduces“thecustomersatisfactiontheory”Itembarksfromtheangleofestatemanagementcompanythroughtheresearchofcustomersatisfactionindex，givesanexampleforthepropertycompanyThi

5、sarticlediscussesthebasicconceptofcustomersatisfactionthebasiccharactersofcustomersatisfactionandtheweightmethodofCustomerSatisfactionIndexOnthebaseitfullyconsideredtherequestsofcustomerhaeachaspecttocarryonthequestionna

6、iresurveytoevaluatethefactorswhichaffectthesubjectivefeelingsofcustomers，toestablishthefuzzysynthesisappraisalmodel，andthentosyntheticallyevaluatetheservicebenefitoftheestatemanagementcompanywiththefuzzysynthesisappraisa

7、ltheoryFinallythisarticletakesoneresidentialdistrictofPingDingshan雒theexampletisethequestionnairesurvey，adoptssomemasterdatautilizescustomersatisfactionindexappraisalsystemofestatemanagement，establishesappraisaltargetsys

8、temofcustomersatisfactionindexoftheplotestatemanagement，calculatescustomersatisfactionindexofholisticdistrictandvarioussub—itemstargetdegreeofsatisfactionthroughtheinvestigationandthendeterminesthekeyaspectwhichaffectsth