Developing Performance Indicators for Residential Service

• Main Authors: Chin-wei Kuo, 郭勁緯
• Format: Others
• Language: zh-TW
• Published: 2009
• Online Access: http://ndltd.ncl.edu.tw/handle/6xucq3

碩士 === 國立中央大學 === 營建管理研究所 === 97 === Property management has be raised and put into practice for over three decades in Taiwan. It is mostly limited to maintenance of buildings plus basic services such as receipt of letters and registration of visitors. Further service and service quality do not usually take into account but they are more and more important as customer service goes diversified. The research objective is to develop the performance indicators of residential service so as to evaluate quality of residential service. Comprehensive literature review shows the general performance for property management, followed by expert interviews that direct the questionnaire survey. The survey interviewed 16 well-experienced experts and adopted Delphi and Likert’s scale to obtain 34 valid questionnaires. The results conclude that two major aspects of property management with 5 performance levels were developed. These levels comprise 28 performance indicators integrated with adjustable weight suitable for further extension or amendment. Residential service is quantified and its quality can be evaluated.