The study on synthetic evaluation method for service quality of property management of residence based on a hierarchical grey analysis

Abstract

with the development of economy and urbanization in China, Property Management of residence (PMR) has been playing more and more important role in people's living. Service quality of property management of residence (SQPMR) and how to evaluate it have increasingly been become the focus of social attention as well. However, in real life, people usually use qualitative method to estimate SQPMR. The paper proposes an index system of overall SQPMR based on literature and systematically analyzing to service condition of PMR and a comprehensive evaluation model which combines the advantages of the AHP and grey clustering method to guarantee the accuracy and objectivity model of weight coefficients. First, the paper confirms the weight of every index by AHP, subsequently implements a general service quality evaluation by means of a grey clustering method. This model analyses the status of service quality of a general residence both qualitatively and quantitatively. It makes organizational managers to know more clearly their status in service quality and guides them to improve their service quality. At the same time, a case study in the application of the model is presented. The results show that the method is applicable and can make organizations to know more clearly their status in service quality and guides them to improve their service quality and further enhance their custom satisfaction.