在过去的十年中，随着家居市场竞争的加剧，商场和商家的盈利环境更加艰 难，商场管理者渴望一种更有效的沟通和分析方法来凝聚和确保双赢的利益关系。 由此，租户满意度的概念被提出，商场管理者意识到合适的评测方法是改善提升 商场管理的突破瓶颈，也是再造商场竞争优势的重要因素。同时，学术领域对租 户满意度的研究也在不断深入，对其评测手段的改良也在与新案例实践结合中不 断创新。 本文以东莞A家居商场研究案例。由于A商场缺乏度量租户满意度的体系， 经营者缺少一个全面的数据和分析指标系统导致决策无法有的放矢，不仅带来成 本增加和管理资源浪费，而且无法为未来续约是否提升租金提供可支持的决策依 据。针对这个问题，本文构建了适合A商场的租户满意度度量体系，并且，实 施了租户满意度调查。作者对度量结果进行统计分析，分析结果是东莞A家居 商场总体满意度属于中等的水平；二级指标中租户对经济效益方面较不满意；以 及空调运行、停车服务等物业服务需要提升。因此，本文提出相应的解决对策。 本文发现在构建“租户满意度量模型”时加入“管理规范”这个变量，能更 好地结合案例，能更准确地分析租户满意度的经济效益、服务质量、管理规范这 个三个影响因素，进而展开为四级评价指标体系的35个指标来确定调查内容。 本文通过对A家居商场的租户满意度构建的度量体系，进一步明确了影响租户满 意度的关键指标，帮助公司了解租户需求，为未来涨租提供可依据的决策参考信 息。此应用对于同类型家居商场、写字办公楼、物业项目、创业产业园在租户管 理方面同样有可借鉴的价值。 关键词：家居商场；租户满意度；满意度模型；相关性分析；评价指标体系 CONTENTS CONTENTS ........................................................................................................................................... II 目录 ....................................................................................................................................................... III LIST OF TABLES ............................................................................................................................... IV 表目录 ..................................................................................................................................................... V LIST OF FIGURES ............................................................................................................................. VI 图目录 .................................................................................................................................................. VII CHAPTER 1 INTRODUCTION ........................................................................................................... 1 1.1 RESEARCH BACKGROUND ............................................................................................................... 1 1.2 RESEARCH SIGNIFICANCE ....................................................................................................................... 4 1.3 RESEARCH OBJECTIVES AND RESEARCH METHODS ........................................................................ 4 1.4 MAIN CONTENTS ............................................................................................................................. 5 CHAPTER 2 LITERATURE REVIEW ............................................................................................... 6 2.1 THE MEASUREMENT OF CUSTOMER SATISFACTION ......................................................................... 6 2.2 RELATED RESEARCH ON TENANT SATISFACTION ............................................................................. 8 2.3 THE SUMMARY OF LITERATURE REVIEW ....................................................................................... 12 CHAPTER 3 CASE INTRODUCTION ............................................................................................. 13 3.1 THE BACKGROUND OF A MALL ..................................................................................................... 13 3.2 BASIC INFORMATION OF TENANTS ................................................................................................. 15 3.3 A MALLS BUSINESS SITUATION ..................................................................................................... 19 3.4 THE PROBLEMS EXISTING IN A MALL TENANTS SATISFACTION MEASUREMENT SYSTEM ............ 22 CHAPTER 4 CASE ANALYSIS ......................................................................................................... 25 4.1 ANALYSIS OF THE CAUSES OF A MALL TENANTS SATISFACTION MEASUREMENT PROBLEM ........ 25 4.2 THE NECESSITY OF BUILDING THE MEASUREMENT SYSTEM ........................................................ 26 4.3 THE BUILDING STEPS AND ITS FEASIBILITY ANALYSIS OF MEASUREMENT SYSTEM .................... 28 CHAPTER 5 CASE SOLUTION ........................................................................................................ 30 5.1 THE CONSTRUCTION OF TENANT SATISFACTION MEASUREMENT SYSTEM FOR A MALL ............... 30 5.2 THE USE OF TENANTS SATISFACTION MEASUREMENT SYSTEM : BASED ON THE SURVEY RESULT ANALYSIS FOR A MALL ....................................................................................................................... 33 CHAPTER 6 THE CONCLUSION, RESEARCH LIMITATIONS AND PROSPECTS ............... 45 6.1 THE BASIC CONCLUSION ............................................................................................................... 45 6.2 TENANTS SATISFACTION PROMOTION COUNTERMEASURES .......................................................... 46 6.3 RESEARCH LIMITATIONS AND RESEARCH PROSPECTS .................................................................... 51 REFERENCE ....................................................................................................................................... 53 目 录 CONTENTS ......................................................................................................................................... III 目录 ................................................................................................................................................ III LIST OF TABLES ................................................................................................................................. IV 表目录 .............................................................................................................................................. V LIST OF FIGURES ............................................................................................................................... VI 图目录 ........................................................................................................................................... VII 第一章绪论 ....................................................................................................................................... 1 1.1研究背景 ........................................................................................................................................ 1 1.2研究意义 ........................................................................................................................................ 3 1.3研究目的与方法 ............................................................................................................................ 3 1.4主要内容 ........................................................................................................................................ 4 第二章文献综述 ................................................................................................................................ 6 2.1客户满意度的度量模型 ................................................................................................................ 8 2.2租户满意度的相关研究 .............................................................................................................. 12 2.3研究的总体评述 .......................................................................................................................... 13 第三章案例简介 .............................................................................................................................. 14 3.1东莞A家居商场的基本情况 .....................