物業管理業服務缺口之研究

A study on service gap of property management industry

本文主要探究物業管理業之服務品質，透過深入訪談與PZB 模式，檢視物業管理業之服務缺口與產生原因，並就物業管理業者之改進策略、消費者之觀念及政府部門對物業管理業相關輔助立法等方面提出建議。研究結果發現物業管理服務在提供時，於服務傳遞上較易發生服務缺口，為「服務缺口三」，原因為服務人員流動率高、人員素質不佳、人員教育訓練不完善以及管理者的監督考核機制不確實等問題，造成服務品質無法完整傳遞；其次為業者有無針對消費者需求制定服務品質之規格，為「服務缺口二」；較輕微為資訊傳遞時，外部溝通上的落差造成服務認知與體驗之差異，為「服務缺口四」；最輕微為管理者對於消費者需求的認知，為「服務缺口一」。最後，建議政府部門建立專業證照制度、公正客觀之廠商評鑑制度、健全法規等，以利產業發展；建議業者應與國際廠商合作、吸引外資、以同業合作或異業結盟之方式，充足資金及人才方面之資源，並與大專院校建教合作、宣傳企業形象以吸引專業人才挹注，建立服務類型化機制，以求消費者有初步的服務類型認知；建議消費者於社區意識總體營造方面應主動積極，進而改善因社區住戶需求差異大，業者無所適從之情況，並了解廠商成本效益考量下的服務品質差異及其影響。經由以上建議，希冀物業管理業之服務品質能有所提升。

In the study, we will use the depth interview and the PZB service quality model to exam the service quality and the service gap of the property management service. We find out that 'Gap 3' is the most serious, the secondarily is the 'Gap 2', the reason to these gaps is the high labor turnover rate, lack of labor education and supervises, etc. Then, there is 'Gap 4' about the external communication gap. Finally, there is the lightest 'Gap 1' about consumer expectation to management perception gap. Proposing the property management companies' executive to establish the fine labor education course and corporate with other internal or foreign companies to increase investments, to attract talented person. The inhabitants should enhance the consciousness of community to decrease the difference between inhabitants' demand, try to figure out the relationship between the price and beneficial result. The government should build up a system to classify the property management companies to let customers have a picture of the property management service quality. See the suggestions given above, hoping the service quality of the property management service promoted.