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论文编号：	7898
作者编号：	2120132767
上传时间：	2015/12/8 14:35:02
中文题目：	港通物业公司服务质量管理改进策略研究
英文题目：	Study on the Improvement Strategy of Service Quality Management in GangTong Property Company
指导老师：	周建
中文关键字：	物业服务；质量管理；改进；对策；研究
英文关键字：	property service; quality management; improvement research;
中文摘要：	物业管理是房地产经济市场化和房屋商品化的必然产物和客观需要,亦是房地产运营管理的重要组成部分之一。其中物业管理的质量工作成为众多房地产企业关注的重点，其重要性日渐与营销管理、工程管理同日而语，成为驱动房地产发展的三驾动力马车之一，对提升居住品质、促进人文居住文化发展起到至关重要的作用。但客观看，行业总体还处于低水平运行状态，管理方式粗放，从业人员队伍人才跟不上，缺乏前瞻性的经营理念指导。改善物业服务质量，将质量管理工作做到更为实用化、精细化、专业化，是物业管理科学发展的必然选择。本文在第一章首先论述调查研究的背景和意义、研究的技术路线和主要贡献，在第二章相关理论和文献研究中从服务质量的概念、特点以及服务质量环简单论述服务质量的相关理论，然后将焦点对准房地产物业公司服务质量管理基本理论，结合国内国外物业服务质量过往的研究综述。在第三章中聚焦港通物业服务质量管理的现状及管理中出现的问题，简述了港通物业管理公司的服务对象、组织结构，具体指出港通物业在服务质量管理中出现的问题。在第四章中通过建立服务质量差距模型详细分析问题产生的原因，具体为管理层认知差距、服务质量规范的差距、服务传递的差距、市场信息传播的差距、感知差距五个方面，同时提示影响服务质量的因素还有客户感知因素和物业管理自身的不足，如对业主需求缺乏深层次的理解、缺乏严密的质量管理控制系统以及缺乏系统的工作人员培训体系等三方面内容。在第五章中，针对港通物业服务质量管理问题的改善措施和相关对策中详细论述了首先明确港通物业公司服务质量的定位、准确把握业主的生活服务需求、强化服务质量管理意识。
英文摘要：	Property management is the objective demand and the inevitable product of the real estate economy market-oriented and commercialization of housing. It plays an important part of real estate management. Nearly a decade, the property management presents with an accelerated development momentum in our country, plays more further to the social harmony, economic development, employment and also strengthen the role of urban management. However, from objective view, the whole industry still stays in a low level running state in extensive ways, hysteretic management idea, unprofessional practitioners team can't keep up with. In the economic environment that characteristic with informationization, intellectualization, globalization, and network, some enterprises get lost to face the survival development difficulties that arouse by the industry increasing cost, and could not judge new market demand and business opportunities brought by potential market environment changes, without researching solutions and path from customer value, enterprises resources, capabilities and profit model etc, which lead to lingering in surviving difficulties in long time, business risks, lower standards or even abandoning communities a series social problems. Improving the technology content of realty service, adding valued services, realizing transition from extensive traditional service to intensive modern service industry, are the inevitable choices of property management of scientific development. In the first chapter in this paper author firstly discusses the research background and significance, research the technical route and the main contribution. In the second chapter of related theory and literature research from two simple perspectives on principles of the core concept of service quality management and service quality management elaborates the theory of service quality management, then introduces basic theory of property management company quality management, and finally from the definition of service quality, the connotation of service quality and service quality property management connotation of simple to interpret the connotation of the realty service quality management. In the third chapter the author introduces the objects of property services, organization structure, and the cause of problems showed in service quality management through the present situation of quality management and problems of property services in GangTong property company, analyzes in details through three aspects on the neglect of deep understandings of the owners demand, lack of strict quality control system and the absence of staff training system. In the fifth chapter of solutions to GangTong property service quality management problems the author explains three aspects of the contents of the establishment of realty service quality management system, the positioning management of property service quality management and related strategies of GangTong property service quality management, among them, from strengthening the service consciousness of quality management, planning improvement quality, effective to identify the owner needs accurate positioning, creating the atmosphere of the good quality of service, attaches great importance to the external marketing and real estate property management cooperation, building quality education services team and strengthening the effective incentive property workers seven points to provide effective and constructive strategies of GangTong property management company.
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