A Study of Service Quality and Customer Satisfaction-In Case about Property Management of a Community

• Main Authors: Chi-smih Yen, 顏綺詩
• Other Authors: Kuan-cheng Chen
• Format: Others
• Language: zh-TW
• Published: 2013
• Online Access: http://ndltd.ncl.edu.tw/handle/66kz7a

碩士 === 世新大學 === 企業管理研究所(含碩專班) === 102 === With the booming economy, high-rise buildings are already a scene of urban life. The increase in community building has been followed by a growth of condominium management industries such as property management companies. Because the property management industry’s barriers to entry are low, it is easy to set up a property management company, resulting in competition. Therefore, the property management company’s service quality and customer satisfaction are the main factors as to whether it can maintain long-term business. This study aims at how to improve service quality in order to meet customer needs. The research direction is to enable the community management committee to renew its contract with the same property management company. This study explores whether or not the service quality of the community condominium’s outsourced property management company can enhance customer satisfaction and thus satisfy the community condominium residents’ living needs in order to achieve the goal of contract renewal. This study used semi-structured interviews to examine fifteen community residents as a case study to understand the community residents’ requirements for the property management company’s service quality and customer satisfaction. The case study method was then used to explain how to achieve good service quality and thus enhance customer satisfaction in order to reach the standards for renew. The study results showed that the five factors of service quality can affect the three factors of customer satisfaction. The five factors of service quality can be used to improve the property management companies’ intangible performance in stationed spots and then carry out a smooth renewal. Positive effects result from the residents’ satisfaction with the corporate image and service reputation of the property management company in the industry. It is hoped that the results of this study can be used as a reference for property management industries in the discussions with the management committee to renew the contract. The results can also be used to improve the blind spot of the property management companies when they hire and station their employees.