| 基于SERVQUAL的物业管理服务质量评价研究 |
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| 引用本文： | 霍映宝. 基于SERVQUAL的物业管理服务质量评价研究[J]. 南京财经大学学报, 2010, 0(2): 81-84 |
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| 作者姓名： | 霍映宝 |
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| 作者单位： | 南京财经大学服务质量评价研究中心; |
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| 基金项目： | 江苏省教育厅高校哲学社会科学基金项目,项目编号(09SJB630025) |
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| 摘 要： | 为改善物业管理服务质量,本文将SERVQUAL模型引入到物业管理服务质量评价中来,构建了物管服务质量评价指标体系,根据PLS路径建模原理确定指标权重,使用重要性绩效矩阵确定优先改进指标,实证结果表明该方法适用有效。
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| 关 键 词： | SERVQUAL 物管服务 服务质量 业主满意 |
Study on Service Quality Evaluation of Property Management Based on SERVQUAL |
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| Huo YingBao. Study on Service Quality Evaluation of Property Management Based on SERVQUAL[J]. Journal of Nanjing University of Finance and Economics, 2010, 0(2): 81-84 |
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| Authors: | Huo YingBao |
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| Affiliation: | Service Quality Research Centre/a>;Nanjing University of Finance and Economy/a>;Nanjing 210003/a>;China |
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| Abstract: | In order to improve the service quality of property management,the SERVQUAL model is introduced to services quality assessment in property management in this paper,to build a service quality evaluation index system of property management,to determine the weight index according to PLS modeling principle,to use the importance of the performance matrix to identify priority improvement indicators.Empirical results show that the method is applicable and effective. |
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| Keywords: | SERVQUAL property management services service quality owner satisfaction |
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