I 摘要 随着我国城镇化水平不断提高和房地产业的快速膨胀，物业需求愈加旺盛， 物业服务迎来欧亿·体育（中国）有限公司春天。与迅猛的发展大趋势相比，当前物业欧亿·体育（中国）有限公司整体服务水平 偏低，特别是住宅类物业管理，服务质量差、服务项目少等现象屡见不鲜，业主 满意度普遍较低。尤其是中小城市的本地物业公司更是如此，物业服务难以满足 业主需求，导致物业费收缴率低，物业服务因缺乏足够资金支撑而进一步降低， 业主与物业公司之间的矛盾逐步激化，形成恶性循环。这是很多中小城市的本地 物业公司所面临的困境。 本文以LX物业公司业主满意度作为研究对象，通过专家访谈、问卷调查等 方式调查研究其服务小区的实际情况，明确了业主们关注度较高的一、二级物业 服务指标，构建了业主满意度理论模型。并运用主客观赋权法和模糊综合评价法 对收集的数据进行研究分析，发现了影响LX物业公司业主满意度楼内卫生、垃 圾清运、维修质量、工作态度、物业费用等十二项关键性因素。最后围绕关键性 因素提出了提升保洁服务水平、优化保修服务质量、强化保安服务能力、提高保 绿服务质效、构建业主服务平台、依托党建引领、打造小区文化、创新服务方式 等满意度提升策略，以期提升LX物业公司服务水平。 关键词：物业公司；业主满意度；指标评价体系 Abstract II Abstract WiththecontinuousimprovementofChina'surbanizationlevelandtherapid expansionoftherealestateindustry,thedemandforpropertybecomesmoreandmore vigorous,andthepropertyserviceindustryushersinthespringparedwiththe rapiddevelopmenttrend,theoverallservicelevelofthecurrentpropertyindustryis low,especiallytheresidentialpropertymanagement,poorservicequalityandfew serviceitemsarecommon,andtheowners'satisfactionisgenerallylow.Thisis especiallytrueforlocalpropertycompaniesinsmallandmedium-sizedcities. Propertyservicesaredifficulttomeettheneedsofowners,resultinginlowproperty feecollectionrate.Propertyservicesarefurtherreducedduetolackofsufficient financialsupport.Thecontradictionbetweenownersandpropertycompaniesis graduallyintensified,formingaviciouscircle.Thisisadilemmafacedbylocal propertycompaniesinmanysmallandmedium-sizedcities. ThispapertakesLXpropertycompanyownersatisfactionastheresearchobject, throughexpertinterview,questionnairesurveyandotherwaystoinvestigatethe actualsituationofitsservicecommunity,anddefinesthefirstandsecondlevel propertyserviceindicatorswithhighattentionoftheowners,andconstructsthe theoreticalmodelofownersatisfaction.Thedatacollectedareanalyzedbysubjective andobjectiveweightmethodandfuzzycomprehensiveevaluationmethod.Twelve keyfactors,suchassanitation,garbagecleaningandtransportation,maintenance quality,workingattitudeandpropertycost,arefoundout.Finally,thepaperputs forwardsomestrategiestoimprovethesatisfactionofLXpropertycompany,suchas improvingthelevelofcleaningservice,optimizingthequalityofwarrantyservice, strengtheningthesecurityserviceability,improvingthequalityandefficiencyof greenprotectionservice,buildingtheownerserviceplatform,relyingontheparty buildingguidance,buildingcommunitycultureandinnovatingservicemode. Keywords:propertycompany;ownersatisfaction;indexevaluationsystem 目录 III 目录 摘要..............................................................................................................................Ⅰ Abstract........................................................................................................................Ⅱ 第1章绪论..................................................................................................................1 1.1研究背景与研究意义......................................................................................1 1.1.1研究背景................................................................................................1 1.1.2研究意义................................................................................................1 1.2研究现状..........................................................................................................2 1.2.1国内研究现状........................................................................................2 1.2.2国外研究现状........................................................................................3 1.2.3研究述评................................................................................................4 1.3研究内容与研究方法......................................................................................5 1.3.1研究内容................................................................................................5 1.3.2研究方法................................................................................................5 第2章概念与理论基础..............................................................................................7 2.1基本概念..........................................................................................................7 2.1.1物业、社区、物业管理........................................................................7 2.1.2顾客满意度理论....................................................................................8 2.1.3顾客满意度理论模型............................................................................8 2.2赋权法..............................................................................................................9 2.2.1主观赋权法............................................................................................9 2.2.2客观赋权法............................................................................................9 2.3模糊综合评价法............................................................................................10 2.4本章小结........................................................................................................10 第3章LX物业公司现状分析..................................................................................11 3.1公司简介........................................................................................................11 3.2组织结构........................................................................................................11 3.3LX物业公司管理现状...................................................................................12 3.3.1家族式管理模式..................................................................................12 3.3.2现行管理模式的优缺点......................................................................12 目录 IV 3.4服务小区现状................................................................................................13 3.4.1业主人群较为单一..............................................................................13 3.4.2硬件设施个别损坏..............................................................................14 3.5本章小结........................................................................................................14 第4章LX物业公司业主满意度评价指标体系的构建..........................................15 4.1建立业主满意度评价指标体系的原则........................................................15 4.2业主满意度影响因素分析............................................................................16 4.2.1保障因素..............................................................................................16 4.2.2环境因素..............................................................................................17 4.2.3服务因素..............................................................................................17 4.2.4感情因素..............................................................................................17 4.3业主满意度理论模型构建............................................................................18 4.4指标体系构建................................................................................................19 4.5业主满意度指标权重计算............................................................................20 4.5.1基于主观赋权法（AHP法）的一级指标权重计算.........................21 4.5.2基于客观赋权法（标准离差法）的二级指标权重计算..................26 4.6本章小结........................................................................................................30 第5章LX物业公司业主满意度分析.....................................................