Abstract: To the property company service ability as the foundation, which is a new research perspective of customer satisfaction degree. Questionnaire survey based on 425 residential owners of 31 small towns in Zhejiang province, discusses the moderating effects of the Family Characteristics of Owners on the relationship between service ability of property companies and satisfaction of owners. It reaches the following research conclusions: both communication ability and professional ability of property companies significantly positively influence satisfaction of owners;Family characteristics of the population scale,the arrival time and the degree of autonomy have moderating effect between service ability of property companies and satisfaction of owners, and the family income has no moderating role.family population increased influence of management ability, reduce the influence of professional ability.The arrival time reduces influence of management ability, increasing the influence of professional ability.The degree of autonomy reduces influence of management ability, increasing the impact of professional ability.
Key words: Property Company; Service Ability; Owners Satisfaction; Family Characteristics
1 文献回顾与总结
2研究假设2.1 物业公司物业公司服务能力与业主满意度
2.2 业主特征的调节效应
3 样本数据及变量测量
3.1 样本数据
3.2.1 因变量
3.2.2 自变量
3.2.3 调节变量
4 假设检验与分析
4.1 描述性统计及信度分析
4.2 假设检验
4.2.2 入住时间的调节效应
4.2.3 自主程度的调节效应
5 结论与分析
5.1 研究结论
5.2 研究价值
5.3 局限与展望
参考文献
