【作者】 肖丽华；

【导师】 李敬；

【作者基本信息】 湖南大学 ， 管理科学与工程， 2006， 硕士

【摘要】 随着经济发展和城市化进程的加快,我国的物业管理企业经过20多年的发展,取得了长足的进步,经营者的管理水平不断提高,但是目前仍还处于初级阶段。存在的问题依然很多,如物业管理方与顾客经常发生纠纷,顾客满意度低,收费难,导致企业利润水平下降。其主要原因表现为物业管理不到位,且物业管理企业内部的行为标准、服务流程和价值评判体系没有真正建立在以顾客为中心的基础上。物业管理是风险小,利润低的行业,扩大规模是提高效益的根本途径之一,而实现规模效应就必需赢得顾客来占领市场。在此背景下,本文尝试从顾客价值角度来建立物业管理企业的评价指标体系,力图解决现有评价指标体系偏重财务评价、没有反映顾客需求的问题,引导企业以满足顾客需求、提高顾客价值作为经营目标来提高物业管理服务水平。通过研读相关文献,对物业管理的顾客价值进行了研究,提出了物业管理的顾客价值概念,调查分析了物业管理的顾客价值因素。对我国物业管理企业的特征进行了分析,认为物业管理企业经济效益较差的主要原因之一是服务水平低,服务质量不高,为顾客创造的价值小。为此,本文通过顾客调查建立了物业管理企业的顾客价值评价指标体系,该体系以顾客作为评价主体,来评价企业为顾客创造价值的大小。在指标的筛选过程中,运用层次分析法确定了指标重要性的相对权重,用模糊数学方法对顾客调查结果进行了综合评价。设计了评价指标的数据调查方法。指标体系的建立有利于物业管理企业发现和评价具体工作中存在的缺陷和问题,对物业管理企业员工素质的提高和服务质量的改进提供依据。在实例分析中,以某住宅小区为例,对小区住户的物业管理顾客价值进行了分析,确定了影响顾客价值的关键因素,为企业随时发现服务的薄弱环节,掌握顾客的需求,提高企业竞争力提供指导。更多还原

【Abstract】 With the economic development and the quickening of urbanization process, our country’s property management enterprise has made considerable progress and the operator’s management level has been improved consistently in the past twenty years. However, it is still in the primary stage at present. There still exist a lot of questions, such as disputes between the operators and the customers, low satisfaction from the customers, collecting fees difficultly, which leads to decrease the profit level of the enterprise. These main reasons include property management enterprise doesn’t fulfill its duty. Moreover its inner conduct standard, service process and value evaluation system cannot base on customer-center. Property management has the little risk and the low profit, so one of the basic ways to increasing the benefit is to expand its scale. Realizing the scale effect must gain the customers to dominate the market.Under this background, the text tries setting up evaluation and indexing the system of property management enterprise from the angle of the customers. It tries to change the existed evaluation and the index system which pays more attention to the financial evaluation and less to the customers’demand,and guide the enterprise to regard the satisfaction of the customers’demand and the increasement of the customers’value as the goal of management to improve the service level of property management.Through studying the relevant document on the customer value to property management, we put forword the conception of the customer value of property management and analyse the factors of them. Having analysed the charsacteristics of property management enterprise, the author thinks that one of main reasons for worse economic benefit of property management enterprise is low service level and service quality and small value created for the customers. For this reason, the author has set up the evaluation index system of customers’value for property management enterprise , which considers the customers as the evaluation subject to evaluate how much value the enterprise creates for the customers. In the process of selecting index, The Analytic Hierarchy Process determines the importance of the index relativity. The fuzzy mathematics method has been used to analyse the results about the customers’value comprehensively. Quota investigation method of analysing index has been designed. Performance evaluation and index system of property management enterprise helps the enterprise to find and analyse defects and questions and offers the basis on the更多还原