摘要 随着物业管理在现代社区建设和发展中越来越普遍，业主与物业公司之间的矛盾也 浮出水面。业主抱怨物业公司物业管理不规范、服务与收费不符；物业公司则反映迟 缓、改善意愿消极。如此恶性循环导致物业管理满意度整体偏低。基于此，建立反映 住宅小区业主满意度的指标体系，规范物业管理行为，提高物业管理水平，促进社会 和谐发展，成为物业公司面临的实际问题。 本文从物业管理的起源、内涵和历史沿革出发，分析了城市物业管理的现状和趋势 ，提出了存在的实际问题。接着以“业主满意度指数理念” 为基础，借鉴相关文献，以提出包括6个一级指标和22个二级指标在内的业主满意度评 价指标体系。然后，选取华亭煤业集团住宅小区以问卷与访谈形式进行调查。以华亭 煤集团住宅小区180户业主（占全体246户业主的 73.2%）为调查对象，具有一定代表性。接着运用层次分析法和模糊综合评价法对业主 满意度加以评价。最后，通过整理完善，形成比较实际、方便的业主满意度指标体系 ，为物业管理公司改善管理水平、提升业主满意度提供了有效的管理工具。 本研究丰富了传统物业管理的内涵，对物业管理企业规范自身行为、提升管理水平有指导意义。

ABSTRACT Along with the property management is becoming more common in the modern community construction and development, the contradiction between the owner and property company has surfaced. Owners complained about property company property management is not standard, the service and charge discrepancy.Property company is slow, improve intend to negative. A vicious cycle lead to property management overall satisfaction is low. Based on this, reflect the residential owners satisfaction index system, regulating the behavior of property management, improve the level of property management, and promote the harmonious development of society, become the practical problems facing property company. In this paper, from the origin, connotation and historical evolution of property management, analyzes the present situation and trend of urban property management, puts forward the practical problems. Then based on the concept of "the owner satisfaction index", draw lessons from the literature, to put forward including six primary indexes and 22 secondary indicators, owner satisfaction evaluation index system. Then, select huating coal group residential area in the form of questionnaire and interview to investigate. The investigation of huating coal group residential district 180, 73.2% of the owner, have certain representativeness. Then using analytic hierarchy process (ahp) and fuzzy comprehensive evaluation method to evaluate the owner satisfaction. Finally, through the perfect, form a practical and convenient owner satisfaction index system, to improve the management level of property management company, promote the owners satisfaction provides effective management tools. This study enriched the connotation of the traditional property management, to regulate their own behavior, improve the property management enterprise management level has a guiding significance.