| Summary: | 碩士 === 元智大學 === 管理碩士在職專班 === 103 === In Taiwanese service industry management, “Quality of Service (QoS)” is the indication which reflects customer valuation, thus, Both QoS and Customer Relationship Management(CRM) have become the most key elements for today’s enterprise. For the purpose of improving customer satisfaction and QoS, the range of customer management has evolved from customer and after sales service to full-spectrum CRM.
This thesis wants to illustrate the extent with CRM implication in the property management sector and the relationship between CRM and QoS. This thesis also uses the Dess &; Robinson’s methodology, the case of Sincere Group and survey data to analyze the affection of QoS and relative quality to CRM. By those efforts above, this thesis concludes enterprise that has better QoS and CRM, also has stronger competition, bigger share-of-market and more profit.
As for the customer requirement control, first of all, property management sector have to realize that it is a part of service industry. The essence of this business is customer-oriented. By leveraging the buildup of customer relationship to recognize its specialty, satisfying owner, customer’s unique requirement, the building service sector could gain the competitive advantage for itself.
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