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.
Highlights
Property management service sectors are developing rapidly in China (Shanghai), contributing significantly to employment and income
This study evaluates and compares the following key factors that serve as the basis for assessing property management services and housing suppliers before the launch of their products or services: (1) different types of community service facilities; (2) property management, rescue and education, and corporate social responsibility; and (3) property management service planning (PMSP)
Understanding the needs and expectations of customers is a critical factor for the success of enterprises, which include all types of commercial organizations
Summary
Property management service sectors are developing rapidly in China (Shanghai), contributing significantly to employment and income. Because service quality is a key factor that leads to customer satisfaction by reinforcing the caliber of the service and performance of the business operator, it increases efficiency and profitability (Chiang & Perng, 2018; Parasuraman et al, 1985; Wang et al, 2015). Companies in this sector should create community and company value along with innovation and ultimate service quality so as to have a competitive advantage and achieve differentiation. This study adopted the consumer and service quality (SERVQUAL) theories, the
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