我國物業(yè)管理經(jīng)歷了三十多年的發(fā)展,已經(jīng)相對成熟和完善,同時也出現(xiàn)了很多問題。主要問題表現(xiàn)為客戶對物業(yè)公司提供的服務不滿意,從而導致了物業(yè)糾紛時有發(fā)生。PL物業(yè)山西分公司為PL物業(yè)公司下屬平臺公司,于2014年5月23日成立,業(yè)務分布太原、大同、晉中、臨汾幾大城市。截至2020年12月底,PL物業(yè)山西分公司共簽約項目26個,接管7個項目,接管面積達780萬平方米,服務超2萬戶家庭,在職員工人數(shù)超1000名。這幾年,PL物業(yè)山西分公司投入大量人力物力提升客戶滿意度,雖然有一定提升,但離制定目標還有較大差距。因此,本文的問卷調(diào)查設計采用心理契約理論為基礎(chǔ),對PL物業(yè)山西分公司的在管的業(yè)主、客戶作了滿意度調(diào)研,希望通過問卷分析對PL物業(yè)山西分公司提升客戶滿意度起到有效的解決方法。為充分了解客戶對PL物業(yè)山西分公司服務的滿意度,提升PL物業(yè)山西分公司各項目的服務品質(zhì)和增強公司品牌效益。本文以PL物業(yè)山西分公司服務的其中3個項目作為研究對象,深入調(diào)查各項目客戶滿意度實際情況。通過微信發(fā)放調(diào)查問卷方式對PL物業(yè)山西分公司的客戶滿意度現(xiàn)狀進行分析,旨在得到PL物業(yè)山西分公司客戶滿意度提升的策略,以提升...

【文章頁數(shù)】：74 頁

【學位級別】：碩士

【文章目錄】：
ACKNOWLEDGEMENTS
ABSTRACT
摘要
LIST OF ABBREVIATIONS
Chapter 1 Introduction
    1.1 Background of the selected topic and significance of the research
        1.1.1 Background of the selected topic
        1.1.2 Research significance
    1.2 Research method
        1.2.1 Literature analysis method
        1.2.2 Questionnaire method
Chapter 2 Review of related studies
    2.1 Definition of customer satisfaction and influencing factors
        2.1.1 Definition of customer satisfaction
        2.1.2 Relevant research on property customer satisfaction
        2.1.3 Influencing factors of property customer satisfaction
    2.2 Relevant studies on psychological contract
        2.2.1 Definition of psychological contract
        2.2.2 Dimensions of psychological contracts
        2.2.3 The extension of psychological contract in marketing field
Chapter 3 Introduction of PL Property Management Shanxi Branch
    3.1 Company Profile
    3.2 Survey on the current status of CS in PL Property Shanxi Branch
Chapter 4 Analysis of CS Survey Results of PL SX Branch
    4.1 Customer Satisfaction Index System of PL Property
        4.1.1 Principles for determining customer satisfaction indexes
        4.1.2 Constructing Customer Satisfaction Survey Indicators
    4.2 Questionnaire design of PL property customer satisfaction survey
        4.2.1 Principles and steps of questionnaire preparation
        4.2.2 Determine the survey target
        4.2.3 Evaluation value of measurement indicators
        4.2.4 Questionnaire Structure
    4.3 Property customer satisfaction survey data
        4.3.1 Data Collection
        4.3.2 Customer satisfaction survey results
    4.4 Problems of customer satisfaction and analysis of reasons
        4.4.1 Problems of Customer Satisfaction of PL Property Company
        4.4.2 Analysis of the reasons of low satisfaction
Chapter 5 CS Improvement Strategy and Guarantee Measures
    5.1 Customer satisfaction enhancement strategy
        5.1.1 Enhance attitude, speed and professionalism
        5.1.2 Build stickiness to make customers more satisfied
        5.1.3 Enhancement of basic property services
        5.1.4 Strengthen the construction of property service personnel
        5.1.5 In-depth promotion of the brand concept
    5.2 Guarantee measures for customer satisfaction enhancement
        5.2.1 Improve customer complaint management mechanism
        5.2.2 Optimize property personnel assessment mechanism
Chapter 6 Conclusion and Prospect
REFERENCE
APPENDIX



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