Establish a Customer Property Service Strategy Framework

Abstract

The property management services sector in China is developing rapidly, contributing significantly to employment and income. We have made recommendations for service differentiation and low costs so that even with limited resources, property management services can distribute their services effectively, reduce unnecessary costs, and implement an optimal plan. This study helps property management service providers understand the needs and expectations of customers because it is a key factor contributing to the success of the business. Based on the consumer and service quality (SERVQUAL) theories, this study applies the fuzzy Delphi method (FDM) and the analytic hierarchy process (AHP) method to construct a quality evaluation scale for property management service companies and determine key property management service items that are valued most by customers and operators in this sector. The results show that it is feasible to determine accurately factors that are used to quantify the competitiveness of the existing market and identify improvements to ensure a win–win situation for both customers and companies in this sector.

Research on Property Service Mode Innovation in the Context of Transformation and Upgrading

“…Based on the requirements of property service enterprises to study elderly property services, Huang and Lee (2019) comprehensively used the factor analysis method, cluster analysis and the chi-square test to identify different population characteristics and living conditions of property service. Shen et al (2021) used fuzzy Delphi method and analytic hierarchy process to construct the quality evaluation scale of property service companies, and determined the key indicators of property service that customers and operators in this industry valued most.…”

An Online Reviews Information Fusion Method and Its Application to Public Property Service Quality Evaluation

“…Huang and Lee (2020) comprehensively analyzed the role of property management in the service demand of elderly residents by factor analysis, cluster analysis and Chisquare test. Shen et al (2021) used the fuzzy Delphi method and analytic hierarchy process to construct the quality evaluation scale and established the strategic framework of property customer service. For the perceived service quality evaluation of public building property, the large group decision making method (Zuo et al, 2019) and the linear programming technique for multidimensional analysis of preference (LINMAP) method (Zuo et al, 2020(Zuo et al, , 2021 were proposed successively.…”

Residents' satisfaction of property management mobile applications: a study in the context of strata property in Kuala Lumpur, Malaysia

“…The use of mobile applications in property management has significantly increased residents' expectations for efficient property management services in the recent years. (Shen et al, 2021). Property management mobile application usage serves various functions, including facility management, maintenance record keeping and security procedure management (Dixon, 1993).…”

“…The use of mobile applications in property management has significantly increased residents' expectations for efficient property management services in the recent years. (Shen et al. , 2021).…”