基于KANO模型和SWOT的物业服务满意度评价  

Satisfaction Evaluation of Property Service Based on KANO Model and SWOT Analysis

作　　者：戚龙琦[1] 

机构地区：[1]湖北三峡职业技术学院旅游管理学院,湖北宜昌443000

出　　处：《湖北文理学院学报》2014年第2期27-31,共5页Journal of Hubei University of Arts and Science

基　　金：湖北三峡职业技术学院2012年度科研项目(2012SY07)

摘　　要：针对目前物业服务满意度评价所采用模型定性分析与定量分析的不足,文章以宜昌某物业管理有限公司为例,在实地抽样调查的基础上,对物业服务满意度和重要度采用KANO模型进行数据处理,以满意度为横坐标、重要度为纵坐标构建SWOT战略矩阵进行物业管理满意度分析评价.结果表明,KANO模型与SWOT分析法相结合对物业服务满意度评价是可行的.Aiming at the deficiency of qualitative and quantitative analysis for current satisfaction evalutation of property service, taking a property management limited company in Yichang City as an example, and based on sampling survey, this paper used KANO model to handle the data on the satisfaction and importance of property service, and constructs SWOT strategy matrix to analyse and evaluate the satisfaction of property management by taking satisfaction as abscissa, importance as ordinate. The results show that the method combining the KANO model with the SWOT analysis is feasible.

关 键 词：物业服务满意度评价 满意度调查 KANO SWOT 

分 类 号：F274[经济管理—企业管理]