随着物业管理市场的不断开放和城镇居民消费观点的成熟，业主对居住环境、居住安全、服务质量和社区文化等方面的需求不断升级，并且关注物业企业的品牌形象、社会责任等新兴领域。目前，为了在激烈的竞争中脱颖而出，物业企业必须以业主为中心创新服务模式，以适应市场的变化和行业的发展趋势。因此，了解业主的满意度，关心并解决他们在居家生活中遇到的种种不便，提升市场竞争力成为物业公司关注的核心问题。

论文通过对Z物业公司服务主要内容和现状的分析，基于马斯洛需要层次理论、服务质量差距模型，通过对相关法律法规和行业标准的研究确定一级，再通过对万科物业、保利物业、龙湖物业等标杆企业的服务质量满意度评价指标体系的研究，采用德尔菲法确定二级指标，构建了Z物业公司服务质量满意度评价指标体系。基于评价指标体系，设计相关问卷，对Z物业公司所服务的业主进行线下入户调查，对其服务质量满意度进行评价。评价结果显示，二级指标投诉渠道畅通，处理人员专业及服务态度良好、维修结果等多项指标得分偏低，一级指标客服服务得分最高，物业投诉处理得分最低。对得分偏低指标统计分析发现，Z物业公司存在日常管理服务细节不到位、投诉处理效率低且满意度极低、维修服务质量满意度偏低等问题，问题原因涉及小区基础设施不完善、卫生保洁及治安车辆管理水平低、投诉处理机制不完善、维修服务体系存在缺陷等多个方面。针对上述问题，设计了Z物业公司服务质量满意度提升方案。方案包括：公司内部管理方面，改进经营管理模式、绩效评价体系、维修服务体系和监督考核机制；服务质量满意度提升措施方面，涵盖升级基础设备设施、强化公共区域保洁、规范治安及车辆管理、提升投诉处理效率、加强设施维护保养、丰富社区文化内容等多种措施。最后从文化保障、制度保障、人员保障三个层面提出了方案实施的保障措施。以期为Z物业公司乃至整个物业服务行业的服务质量满意度提升提供有益的参考和借鉴。

With the continuous opening-up of the property management market and the maturing consumption views of urban residents, homeowners' demands for living environments, residential safety, service quality, and community culture have continued to escalate, also paying attention to emerging areas such as property enterprises' brand image and social responsibility. Currently, to stand out in the fierce competition, property enterprises must innovate service models centered on homeowners to adapt to market changes and industry trends. Therefore, understanding homeowners' satisfaction, addressing the inconveniences they encounter in daily life, and enhancing market competitiveness have become core concerns for property companies.

This paper analyzes the primary services and current situation of Z Property Company. Based on Maslow's hierarchy of needs and the service quality gap model, it first determines the first-level indicators through research on relevant laws, regulations, and industry standards. Then, by examining the service quality satisfaction evaluation index systems of benchmark enterprises such as Vanke Property, Poly Property, and Longhu Property, it employs the Delphi method to establish second-level indicators, thereby constructing a service quality satisfaction evaluation index system for Z Property Company. Using this evaluation index system, a related questionnaire was designed to conduct offline household surveys among the homeowners serviced by Z Property Company to assess their satisfaction with its service quality. The evaluation results indicate that several second-level indicators, such as smooth complaint channels, professionalism and service attitude of handling personnel, and maintenance outcomes, scored low. Among the first-level indicators, customer service scored the highest, while property complaint handling scored the lowest. Statistical analysis of the low-scoring indicators reveals that Z Property Company faces issues such as inadequate attention to details in daily management services, inefficient and highly unsatisfactory complaint handling, and low satisfaction with maintenance service quality. The causes of these problems encompass inadequate infrastructure in the residential area, low standards of sanitation and security vehicle management, imperfect complaint handling mechanisms, and deficiencies in the maintenance service system. In response to these issues, a plan to enhance Z Property Company's service quality satisfaction is designed. The plan includes: for internal company management, improving the business management model, performance evaluation system, maintenance service system, and supervision and assessment mechanism; for measures to improve service quality satisfaction, it covers upgrading basic equipment and facilities, enhancing sanitation in public areas, standardizing security and vehicle management, improving complaint handling efficiency, strengthening facility maintenance and conservation, enriching community cultural content, and other measures. Finally, safeguard measures for implementing the plan are proposed from three levels: cultural support, institutional support, and personnel support. It is hoped that this will provide a useful reference for Z Property Company and even the entire property service industry in improving service quality satisfaction.

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