【作者】 李科；

【导师】 周玲； 彭盾；

【作者基本信息】 湖南大学 ， 工商管理硕士（MBA）（专业学位）， 2022， 硕士

【摘要】 我国经济的健康发展和商务、旅游市场的逐渐成熟给酒店式公寓行业的发展提供了许多机会。但目前我国的酒店式公寓还处于初步发展阶段,许多公寓在物业管理上的经验方法缺乏,导致公寓的服务质量出现问题。基于物业管理质量对于酒店式公寓发展的重要性,本文针对酒店式公寓物业管理现状进行评价研究并提出对应的改进措施。首先,本研究分析了酒店式公寓及其物业管理的特点,基于服务质量的相关理论,提出了改进的SERVQUAL服务质量评价体系。该模型在原本五个维度(有形性、可靠性、响应性、保证性、移情性)的基础上,结合酒店式公寓的特点,增加了安全性、便利性和舒适性三个维度。然后,以深圳warm+酒店式公寓为例,本研究采用上述改进的SERVQUAL服务质量评价体系,对其服务现状进行了问卷调查,结果发现用户在有形性、可靠性等八个维度上的期望值和实际感知值之间均存在一定程度的差距,表明warm+酒店式公寓在物业管理上的确存在一定的缺陷。再次,通过访谈结合公司的实际经营情况,综合具体分析warm+酒店式公寓存在差距的原因,并提出了对应的解决方案,包括优化公寓硬件设施、实行全面质量管理完善、内部协调机制等具体措施。最后,为了确保方案的顺利推进,依据实施原则制定可行性的实施步骤,分别从组织结构、文化以及信息化等方面提出保障措施,有效提高warm+酒店式公寓的物业管理水平,增强公司在市场中的竞争力。本研究改进了SERVQUAL服务质量评价体系,完善了酒店式公寓服务质量的评价方法。此外,本研究以warm+为例,提出了具体的改进酒店式公寓物业管理质量的措施,对warm+和其他酒店式公寓的发展都有一定的借鉴意义。更多还原

【Abstract】 The healthy development of Chinese economy and the gradual maturity of business and tourism market provide many opportunities to the development of hotel apartment industry.However,the hotel apartments in China are still in the preliminary development stage,and many apartments have insufficient experience in property management and lack of methods,which leads to problems in the service quality of apartments.There are few studies on the property management of serviced apartments in academia.Based on the importance of property management service quality for the development of serviced apartments,this paper evaluates and studies the current situation of property management service of serviced apartments and puts forward corresponding improvement measures,which has important significance and practical value.Firstly,this study analyzes the characteristics of serviced apartments and their property management services,and proposes an improved SERVQUAL service quality evaluation system based on the theory of service quality.Based on the original five dimensions(tangibility,reliability,responsiveness,assurance and empathy),the model combines the characteristics of serviced apartments to add three dimensions of security,convenience and comfort.Then,taking Shenzhen Warm+ serviced Apartment as an example,this study used the improved SERVQUAL service quality evaluation system mentioned above to conduct a questionnaire survey on its service status.The survey results show that there is a certain degree of gap between the expected value and the actual perceived value of the eight dimensions such as tangibility and reliability,among which the largest gap is found in the two dimensions of tangibility and empathy,indicating that warm+ serviced apartment does have some defects in the property management service.Thirdly,combined with the actual business situation of the company,this study analyzes the reasons for the gap between warm+ serviced apartments in the above eight dimensions one by one,and proposes corresponding solutions,including the optimization of apartment hardware facilities,the implementation of total quality management,internal coordination mechanism and other specific measures.Finally,in order to ensure that the solutions smoothly,effectively increase the level of property management services of warm+ serviced apartments,and finally optimization scheme being put forward according to different problems,according to the steps for the implementation of the principle feasibility,respectively from the aspects of organization structure,culture and information security measures are put forward,to improve the competitive ability of the company in the market,Lay the foundation for the company’s continued development.This study improved the SERVQUAL service quality evaluation system and improved the service quality evaluation method of serviced apartments.In addition,taking warm+ as an example,this study proposes specific measures to improve the property management service quality of serviced apartments,which can be used as a reference for warm+ and other serviced apartments.更多还原