【作者】 李飞；

【导师】 谢秋；

【作者基本信息】 重庆大学 ， 工程管理（专业学位）， 2023， 硕士

【摘要】 住宅是人生存发展的最基本的基本需要。近年来,房地产行业发展逐渐放缓,房价下降,开发企业资金紧张,保交房与保质量难以兼顾,一些房地产商忽视了对住宅小区质量进行改善和提高,导致住宅小区质量问题投诉量激增,业主不满情绪暴涨。在面临住宅小区质量问题投诉数量成几何级数增长的同时,各住宅小区质量问题投诉处理主体及政府有关部门在解决此类问题时仍有很多不足。本文以X市住宅小区质量问题投诉处理满意度为研究对象,主要研究内容及成果总结如下:首先,对目前住宅小区质量问题投诉处理进行文献综述和分析,总结了现有住宅小区质量投诉处理方法,发现现有研究成果主要集中在企业层面,着力于如何解决业主投诉的质量问题,较少对业主、建设、施工单位等层面的处理行为和态度进行研究,缺乏考虑具体质量问题的不同对投诉处理满意度的影响。其次,通过问卷调查和访谈研究X市住宅小区质量问题投诉处理满意度中存在的关键问题。调查结果显示,目前存在的主要问题是相关质量责任主体对于质量投诉处理的态度不够积极,同时质量问题整改难度的不同也影响了处理结果的满意度。通过进一步分析发现,现有质量问题投诉处理中未考虑各方态度及质量问题整改难度不同对投诉处理满意度的影响,进而导致问题解决不及时、业主满意度不高。再次,本文以质量问题的复杂性和各方不同态度为一级影响因素,通过问卷调查和访谈的方式,形成住宅小区质量问题投诉处理满意度的指标集;然后利用模糊综合评价法对影响投诉满意度的因素进行计算,找出影响住宅小区质量问题投诉满意度的关键因素;在此基础上,从各方态度和不同质量问题两个层面,提出了质量问题投诉处理满意度优化建议。最后,为验证本文提出的质量问题投诉优化建议的效果,针对L项目的一、三期小区进行案例研究和对比分析,同时提出其它保障措施便于优化建议可以取得实效。论文研究结果表明,优化后的质量问题投诉处理体系不仅提高了质量问题处理效率,同时也大幅度提高了投诉业主的满意度。希望通过本文的研究成果,可以帮助X市提升住宅小区质量问题投诉处理的满意度,希望为类似领域的探索贡献力量。更多还原

【Abstract】 Housing is the most basic need for survival and development.In recent years,the development of the real estate industry has gradually slowed down,housing prices have decreased,and development enterprises are facing financial constraints.It is difficult to balance the guarantee of housing delivery and quality.Some real estate developers have neglected to improve and improve the quality of residential communities,leading to a surge in complaints about quality issues in residential communities and a surge in dissatisfaction among homeowners.While the number of complaints about quality issues in residential communities is increasing exponentially,there are still many shortcomings in addressing various types of issues among the complaint handling entities and relevant government departments.This article takes the satisfaction degree of complaint handling for quality issues in residential communities in X city as the research object.The main research content and results are summarized as follows:Firstly,a literature review and analysis were conducted on the handling of quality complaints in residential communities,summarizing the existing methods for handling quality complaints in residential communities.It was found that the existing research results mainly focus on the enterprise level,focusing on how to solve the quality problems complained by owners,and there is less research on the handling behavior and attitudes of owners,construction units,and other levels,Lack of consideration of the impact of specific quality issues on complaint handling satisfaction.Secondly,through questionnaire surveys and interviews,the key issues in the satisfaction of complaint handling for quality issues in residential communities in X city were studied.The survey results show that the main problem currently exists is that the attitude of the relevant quality responsible parties towards handling quality complaints is not positive enough,and the different difficulties in rectifying quality problems also increase the satisfaction of the handling results.Through further analysis,it was found that the existing quality issue complaint handling did not take into account the impact of different attitudes and difficulty in rectifying quality issues on complaint handling satisfaction,leading to frequent issues such as untimely problem resolution and low owner satisfaction.Once again,this article takes the complexity of quality issues and different attitudes of various parties as the primary influencing factor indicators.Through questionnaire surveys and interviews,a set of indicators for satisfaction with complaints about quality issues in residential communities is formed;Then,the fuzzy comprehensive evaluation method is used to evaluate the factors that affect complaint satisfaction and identify the core factors that affect the complaint satisfaction of quality issues in residential communities;On this basis,from the perspectives of attitudes from all parties and different quality issues,suggestions for optimizing the satisfaction of handling quality issue complaints are proposed.In order to efficiently handle owner complaints and improve owner satisfaction,other guarantee measures for government complaint handling agencies are also proposed.Finally,to verify the effectiveness of the quality issue complaint optimization suggestions proposed in this article,case studies and comparative analysis were conducted on the first and third phases of the L project’s residential areas.The research results of the dissertation indicate that the optimized quality problem complaint handling system not only improves the efficiency of quality problem handling,but also significantly improves the satisfaction of complaint owners.I hope that the research results of this article can help X City improve the satisfaction of handling complaints about quality issues in residential communities,and I hope to contribute to the exploration of similar fields.更多还原