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

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