Service quality by a facilities management company in Dragon Lake residential community

Abstract

Facilities management has developed for more than twenty years in China; it is still at the infancy stage. China’s entry into WTO brings opportunities as well as challenges to the trade of facilities management. In order to survive and develop in such a situation, it is necessary the enterprise to improve the service quality of facilities management and establish a service quality system which is focus on customers. The thesis firstly introduced the present situation of the service quality of facilities management in China and research done on this aspect both at home and aboard. Then it presented an in-depth analysis in the following respects such as service, service quality and its measurement subsequently, it explores the necessity of structuring the measurement system of service quality in facilities management. Finally, the thesis presented a service quality measurement framework by carrying out an empirical research on the Chongqing Longhu Facilities Management Company. The author adopted a holistic measurement method - SERVQUAL to analyze the service quality of Dragon Lake Residential Community which was managed by this company, and found the critical incidents that influence the service quality in this property. Based on the research results, the author also gave recommendations, aimed to improve the service quality by setting standardization and customizing service, enacting customer expectation management, optimizing service remediation, managing service commitment, strengthening the information-based construction and improving the satisfaction of employee etc. As the service quality measurement on Facilities Management is a brand-new research filed in most areas of China, there are not many research results existing at present. This thesis intended to construct a measurement method of service quality which may direct the enterprise to enact self-improvement and establish a resalable consumption of Facilities Management so as to enhance its competitive ability and promote its healthy development. The research result showed a customers and the service process was identified as the most critical factors for the company and such a result can bring certain value to improve the service quality not only in property in the case study, buy also the Facilities Management industry in the region.