摘 要
随着城市化进程的加快和居民对居住环境要求的提升，物业管理服务品质逐渐成为衡量社区管理水平的重要指标，然而现有评价体系存在指标单一、缺乏科学性和普适性的问题，难以全面反映物业管理的实际效果为此，本研究旨在构建一套系统化、科学化的物业管理服务品质评价指标体系，并探讨其实际应用价值基于文献分析与专家访谈，首先从服务设施、服务质量、客户满意度及管理效率四个维度设计初步指标体系，随后运用层次分析法与德尔菲法对指标权重进行量化评估，并通过实证调研验证体系的可行性和有效性研究结果表明，该评价体系能够准确反映物业管理服务的关键要素，且具有较强的适应性和可操作性特别地，本研究创新性地引入客户体验感知作为重要参考维度，弥补了传统评价方法中忽视用户需求的不足此外，通过案例分析进一步证明了该体系在优化物业管理决策、提升服务质量方面的实际应用潜力综上所述，本研究不仅为物业管理行业提供了科学的评价工具，也为相关理论研究奠定了基础，对推动物业管理服务标准化和精细化发展具有重要意义
关键词：物业管理服务；评价指标体系；客户满意度；层次分析法；德尔菲法
Abstract
With the acceleration of urbanization and the increasing demands of residents for living environments, the quality of property management services has gradually become a critical indicator for evaluating community management levels. However, existing evaluation systems suffer from issues such as single-dimensional indicators, insufficient scientific rigor, and lack of universality, making it difficult to comprehensively reflect the actual effectiveness of property management. To address this, this study aims to construct a systematic and scientific evaluation index system for property management service quality and explore its practical application value. Based on literature analysis and expert interviews, a preliminary index system was designed from four dimensions: service facilities, service quality, customer satisfaction, and management efficiency. Subsequently, the Analytic Hierarchy Process (AHP) and Delphi method were employed to quantitatively assess the weights of the indicators, and empirical surveys were conducted to validate the feasibility and effectiveness of the system. The results indicate that this evaluation system can accurately reflect the key elements of property management services and possesses strong adaptability and operability. Notably, this study innovatively incorporates customer experience perception as an important reference dimension, addressing the shortcomings of traditional evaluation methods that overlook user needs. Furthermore, case analysis demonstrates the practical application potential of this system in optimizing property management decision-making and enhancing service quality. In summary, this study not only provides the property management industry with a scientific evaluation tool but also lays a foundation for related theoretical research, playing a significant role in promoting the standardization and refinement of property management services.
Keywords: Property Management Services; Evaluation Index System; Customer Satisfaction; Analytic Hierarchy Process; Delphi Method
目 录
1绪论 1
1.1物业管理服务品质评价的研究背景 1
1.2构建评价指标体系的意义分析 1
1.3国内外研究现状综述 1
1.4本文研究方法与技术路线 2
2物业管理服务品质评价的理论基础 2
2.1物业管理服务的核心概念界定 2
2.2品质评价的基本理论框架 3
2.3指标体系构建的理论依据 3
2.4服务质量评价的相关模型分析 4
2.5理论在物业管理中的适用性探讨 4
3物业管理服务品质评价指标体系的构建 5
3.1指标体系构建的原则与目标 5
3.2关键评价维度的筛选与确定 5
3.3具体指标的设计与量化方法 6
3.4数据收集与处理的技术手段 6
3.5指标体系的验证与优化过程 7
4物业管理服务品质评价指标体系的应用实践 7
4.1实证研究的设计与实施步骤 7
4.2案例分析：具体物业项目的评价应用 8
4.3评价结果的分析与解读 8
4.4应用中发现的问题与改进建议 9
4.5指标体系推广的可行性探讨 9
结论 11
参考文献 12
致 谢 13
