買方市場(chǎng)下房產(chǎn)企業(yè)客戶滿意度研究畢業(yè)論文-全文預(yù)覽
【正文】 度測(cè)評(píng)的實(shí)用性進(jìn)行了大量的實(shí)證 研究。 王永清、嚴(yán)浩仁在借鑒國(guó)外成功經(jīng)驗(yàn)的基礎(chǔ)上，主要對(duì)如何進(jìn)行客戶的滿意度測(cè)評(píng)進(jìn)行研究，并構(gòu)建了具有現(xiàn)實(shí)意義的顧客滿意度測(cè)評(píng)體系，具有 很強(qiáng)的實(shí)用價(jià)值。鑒于中外工業(yè)發(fā)展的不同歷史，早先進(jìn)入工業(yè)化的發(fā)達(dá)國(guó)家憑借其政策優(yōu)勢(shì)，制度優(yōu)勢(shì)，環(huán)境優(yōu)勢(shì)，文化優(yōu)勢(shì)等各類優(yōu)勢(shì)，早在很久以前便開(kāi)展了各個(gè)行業(yè)的客戶滿意度研究。在此基礎(chǔ)上他提出了服務(wù)品牌資產(chǎn)模型?！監(jiān)liver正式將將客戶滿意定義為消費(fèi)者在消費(fèi)過(guò)程中對(duì)購(gòu)買產(chǎn)品價(jià)值及其服務(wù)價(jià)值的評(píng)判。 西方學(xué)者Cardozo就曾發(fā)表論文對(duì)顧客滿意進(jìn)行研究,提出了顧客滿意的概念,這是客戶滿意度這個(gè)概念第一次被引入營(yíng)銷學(xué)。消費(fèi)者是企業(yè)的衣食父母，這充分肯定了客戶在企業(yè)發(fā)展過(guò)程中的重要作用以及其一衣帶水不可分割的聯(lián)系。充分證明提升客戶滿意度將會(huì)成為未來(lái)中國(guó)房地產(chǎn)開(kāi)發(fā)企業(yè)提升核心競(jìng)爭(zhēng)力的重要途徑。本文將以杭州惠力房產(chǎn)開(kāi)發(fā)有限公司為例，探索其在發(fā)展的各個(gè)階段對(duì)客戶滿意度的關(guān)注程度和采取的措施。這里不用惠利，用一般的房產(chǎn)公司，別人是怎么設(shè)定指標(biāo)的，比如：質(zhì)量，交付，什么樣顧客會(huì)滿意？）三、房地產(chǎn)客戶滿意度體系的構(gòu)建 8（一）顧客滿意度理論模型 81．SCSB模型 82．NCSB模型 93．ECSI模型 9（二）惠力公司評(píng)價(jià)過(guò)程實(shí)施的分析 9四、惠力公司滿意度調(diào)查及分析 13（由特殊，到一般）（一）客戶滿意度分析流程 13（二）客戶滿意度分析流程分析……………………………………………..……13（五）對(duì)其他公司的啟示結(jié)論 14參考文獻(xiàn) 15致謝 16附錄 17浙江大學(xué)城市學(xué)院畢業(yè)論文 附錄引言我國(guó)房地產(chǎn)行業(yè)在經(jīng)歷了20多年的發(fā)展之后，已經(jīng)從一個(gè)賣方市場(chǎng)轉(zhuǎn)變?yōu)橐粋€(gè)買方市場(chǎng)，并且這種日趨激烈的競(jìng)爭(zhēng)使消費(fèi)者有了越來(lái)越多的選擇余地。進(jìn)行房地產(chǎn)客戶滿意度研究對(duì)企業(yè)的健康發(fā)展具有重要意義。 摘要買方市場(chǎng)下房產(chǎn)企業(yè)客戶滿意度研究【摘要】目前,中國(guó)的房地產(chǎn)事業(yè)已由賣方市場(chǎng)轉(zhuǎn)向買方市場(chǎng), 加之客戶群體的日益趨于成熟，市場(chǎng)競(jìng)爭(zhēng)也越來(lái)越激烈，政府監(jiān)管日益嚴(yán)格。能否讓顧客滿意已經(jīng)成為關(guān)系到房地產(chǎn)企業(yè)健康發(fā)展的關(guān)鍵因素?！娟P(guān)鍵詞】 房地產(chǎn)企業(yè)，客戶滿意度, 買方市場(chǎng), 杭州惠力公司24浙江大學(xué)城市學(xué)院畢業(yè)論文 AbstractResearch on the customer Satisfaction of Real Estate Enterprises in the Buy’s market——Take Hangzhou Huili Real Estate Development Company as a Case 【Abstract】Currently，the Chinese real estate market is experiencing rapid development and this trend is transforming to the buyer’s market. Besides the gradually matured customer group and the rigid government regulation have made the petition in this industry more and more intense. All of these changes require the real estate pany to transform the working emphasis to the demand of the customer and the customer satisfaction index. However, the current business activities of the pany are not centered on the customer’s demand and this has caused the dull of sale. So many overstock of the mercial residential building has caused the relatively surplus of the vacant housing units. Given this background, whether the pany can meet the demand of the customer is the key issue to the sound development to the real estate panies. This thesis has analyzed the relationships between the customer satisfaction, the firm performance and the core petitiveness of the pany and then started from the functions of the customer satisfaction and the customer satisfaction index to establish a model based on the performance of the Hangzhou Huili Real Estate Company, to form a evaluation system of the customer satisfaction and to introduce the evaluation method and the analysis. Meanwhile, the pany has also put forward some running method of promoting the customer satisfaction. The author plans to use this thesis to provide some reference for the real estate pany to help them to achieve the multiple win in the market petition. 【Key Words】real estate market, customer satisfaction, the buyer’s market, Hangzhou Huili real estate market浙江大學(xué)城市學(xué)院畢業(yè)論文 目錄目錄引言 1一、前言 1（一）研究的背景目的及意義 1（二）國(guó)內(nèi)外客戶滿意度研究現(xiàn)狀 1二、顧客滿意度理論綜述 4（一）顧客滿意度
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