| Summary: | 碩士 === 靜宜大學 === 資訊應用與科技管理碩士在職專班 === 106 === In order to accommodate the growing population, the urban residential has been changed gradually from apartment house to community building. Community management is usually performed through paper work and is function-limited and time-consuming. The purpose of this study is to develop an electronic service platform to streamline the operational procedure and improve service quality of community management, thus promote the satisfaction of community residents.
In response to the requirements of communities and their residents, the electronic service platform is equipped with the following functions: "postal management", "visitor management", "push notification", "public equipment appointment", "parcel hosting", "community bulletin board", "resident feedback”, “bonus usage", "billing and payment for house-keeping charge", "vendor information", "community calendar", "gas meter reading" and other functions.
In this study, 42 building stewards and 89 residents using the platform were surveyed for functional satisfaction and importance. Based on the results of the overall Importance-Performance Analysis (IPA), it was found that "postal management" and "parcel hosting" are both important and satisfactory functions for building stewards and residents. In the meantime, "billing and payment for house-keeping charge" is the function that both parties consider it necessary to have priority to be improved. It is noteworthy that the "resident feedback" function gains high satisfaction and importance of residents while the low satisfaction and low importance of building stewards. This finding indicates that the mentality of some building stewards needs to be improved and educated.
This study also conducted a qualitative interview with some senior stewards and community residents. The stewards depicted the benefits of this information service platform as (1) Workflow of postal management is simplified; (2) No longer took custody house-keeping fees; (3) Immediate notification of messages to residents; (4) Easier turning over steward’s duty. The interview between members of community management committee and households indicates that the information service platform can (1) make it easier and more convenient to host letters and parcels; (2) diversify house-keeping fee payment; (3) let stewards dealing with residents’ feedback efficiently; (4) simplify workflows of public equipment appointments and bonus usage. Interviews revealed that the introduction of this information service platform has significantly improved the effectiveness of community management and enhanced satisfaction of community residents.
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