基于委托方满意度视角的代建服务质量评价研究——以金地管理经验为例
Research on Quality Evaluation of Construction Agency Services from the Perspective of Client Satisfaction——Taking Jindi Management Experience as an Example
吴庆富 1李青2
作者信息
- 1. 深圳市金地房地产项目管理有限公司,广东 深圳 518000
- 2. 深圳高级经理研修院,广东 深圳 518029
- 折叠
摘要
本文基于委托方满意度视角,结合金地管理公司实际经验,构建代建单位服务质量体系及关键指标评价方法.代建项目服务质量体系包括专业服务、沟通服务及增值服务,关键衡量指标包括委托方满意度、复订率、在管项目解约率等,关键指标与服务质量体系存在相关关系,可为代建企业改善服务质量提供重要参考.
Abstract
This article is based on the perspective of client satisfaction,combined with the actual experi-ence of Jindi Management Company,to construct a service quality system and key indicator evaluation method for the construction agency.The service quality system of construction projects includes professional ser-vices,communication services,and value-added services.Key measurement indicators include client satis-faction,repurchase rate,and termination rate of projects under management.There is a correlation between key indicators and the service quality system,which can provide important reference for construction enter-prises to improve service quality.
关键词
代建管理/服务质量/委托方满意度Key words
Construction Agency Management/Service Quality/Satisfaction of the Client引用本文复制引用
出版年
2024
NETL
NSTL
万方数据