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物业公司服务能力与业主满意度的关系研究 ——以业主家庭特征为调节变量

论文编号:lw201707022326194806 所属栏目:物业管理论文 发布日期:2018年03月23日 论文作者:无忧论文网
摘  要:以物业公司服务能力为基础,是研究业主满意度的新视角。基于浙江省31个中小城镇425名居住小区业主的调查问卷,探讨了物业公司服务能力与业主满意度的关系及业主家庭特征的调节效应。研究结果表明:物业服务公司的沟通、专业能力对业主满意度均有显著的正向影响;人口规模、入住时间和自主程度等家庭特征对物业公司服务能力与业主满意度之间的关系具有调节作用,但家庭收入没有调节作用,其中家庭人口增加了管理能力的影响,降低了专业能力的影响,入住时间降低了管理能力的影响,增加了专业能力的影响,自主程度降低了管理能力的影响,增加了专业能力的影响。


关键词:物业公司;服务能力;业主满意度;家庭特征

Abstract: To the property company service ability as the foundation, which is a new research perspective of customer satisfaction degree. Questionnaire survey based on 425 residential owners of 31 small towns in Zhejiang province, discusses the moderating effects of the Family Characteristics of Owners on the relationship between service ability of property companies and satisfaction of owners. It reaches the following research conclusions: both communication ability and professional ability of property companies significantly positively influence satisfaction of owners;Family characteristics of the population scale,the arrival time and the degree of autonomy have moderating effect between service ability of property companies and satisfaction of owners, and the family income has no moderating role.family population increased influence of management ability, reduce the influence of professional ability.The arrival time reduces influence of management ability, increasing the influence of professional ability.The degree of autonomy reduces influence of management ability, increasing the impact of professional ability.

Key words: Property Company; Service Ability; Owners Satisfaction; Family Characteristics


1 文献回顾与总结

2研究假设
2.1 物业公司物业公司服务能力与业主满意度
2.2 业主特征的调节效应
3 样本数据及变量测量
3.1 样本数据
3.2.1 因变量
3.2.2 自变量
3.2.3 调节变量
4 假设检验与分析
4.1 描述性统计及信度分析
4.2 假设检验
4.2.2 入住时间的调节效应
4.2.3 自主程度的调节效应   
5 结论与分析
5.1 研究结论
5.2 研究价值
5.3 局限与展望
参考文献