物业企业服务质量评价研究  

Research on Evaluation System of Service Quality for Property Service Enterprises

作　　者：胡志健[1] 徐永其[1] 

机构地区：[1]淮海工学院管理系,连云港222001

出　　处：《企业活力》2010年第10期73-77,共5页Enterprise Vitality

摘　　要：物业服务企业要想获得生存与发展,提高服务质量是其必然选择。因此,服务质量评价不但是业主和物业主管部门的要求,而且更符合物业企业自身发展的需要,但当前物业服务质量评价方法比较简单,理论性和系统性等方面都存在不足。物业企业可结合SERVQUAL模型,构建以业主、物业公司及第三方评价为一体的服务质量的评价模型,从而能比较全面地了解自身的服务质量。To survive and develop,it is vitally for the enterprises of property to improve their service qualities.Evaluation of service quality is not only the need of the owner of property and administration of property but also necessary for the development of the enterprises of property.However,the present evaluation of service quality is simple.It exists in some deficiencies in such aspects as theory and system.On the basis of SERVQUAL model,property service enterprises can establish a evaluation model of service quality system which includes the owner of property,property service enterprises and the third organization.By using the model,property service enterprises can fully understand their service quality.

关 键 词：服务质量 物业服务 评价模型 

分 类 号：F272[经济管理—企业管理]