服务质量的战略导向与双重胜任力实证研究

Zhang Wei
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引用次数: 0

摘要

考察企业战略导向对物业管理公司服务质量的影响,是本研究的目的,对粤港澳大湾区物业管理公司的长远发展具有重要的理论和现实意义。从软服务质量和硬服务质量两个维度来衡量物业管理公司的服务质量。利用李克特5分制,计划对广东、香港和澳门10家物业管理公司的经理进行调查,预计将收集350个数据样本。然后,借助SPSS22.0进行数据处理,采用逐步回归分析验证研究假设,探索市场导向、技术导向、探索能力、利用能力对物业管理公司服务质量的影响机制。在本研究中,研究结果从多个角度对物业管理公司如何提高服务质量提出了更全面的建议和措施,为物业管理公司如何提高服务质量提供了新的思路,一方面认为研究结果有效地保证了粤港澳大湾区物业管理公司的长远发展。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
An Empirical Study of Strategic Orientation and Dual Competence on Service Quality
It is the purpose of this study and that of great theoretical and practical significance for the long-term development of property management companies in the Guangdong-Hong Kong-Macao Greater Bay Area to examine the influence of the strategic orientation of enterprises on the service quality of property management companies. The service quality of property management companies was measured by two dimensions: soft service quality and hard service quality. Using the Likert 5-point scale, a survey of managers of 10 property management companies in Guangdong, Hong Kong, and Macau was planned, and 350 data samples were expected to be collected. Then, with the help of SPSS22.0 for data processing, stepwise regression analysis was adopted to verify the research hypotheses and explore the influence mechanisms of market orientation, technology orientation, exploration ability, and utilization ability on the service quality of property management companies. In this research, the findings propose more comprehensive suggestions and measures for how property management companies can improve their service quality from multiple perspectives, which provides new ideas on how to improve the service quality of property management companies, on the one hand, it concluded that it the findings are effectively ensuring the long-term development of property management companies in the Guangdong-Hong Kong-Macao Greater Bay Area.
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