應用因素分析萃取住宅案場管理之關鍵成功因素

Using Factor Analysis to Extract the Critical Success Factors of Property Management for Residential Housing

集合住宅住戶間的情感薄弱，管理維護問題叢生。物業管理公司若未深入了解變異性極高的住宅案場的關鍵活動，極可能因資源配置之錯置，而導致案場管理成效不彰。本研究從公司營運角度出發，以擁有案場管理經驗之管理人為對象問卷，採用探索性因素分析萃取出三個集合住宅案場管理的關鍵成功因素（三保服務與財務架構、人員服務滿意度、標準化制度流程），下轄14項案場管理的成功因子。研究結果顯示，「案場整體的經營管理優劣」以及「財務健全與優良的危機處理能力」乃是物業管理公司成功管理集合住宅案場案場的首要考量，而「服務品質與標準化制度建立」則次之。後續研究可從物業管理公司、管理委員會以及住戶等三面向，剖析住宅案場管理之關鍵成功因素。

The links between households of multi-family residential housing were weakened and thus rising various management issues. Without realizing the crucial activities of successful operations to projects which have high variability, the property management firms may not able to perform the resources allocation well and resulting in the misallocation of various resources and the slump of contract renewal. Via the perspective of property management firm and aiming at the survey samples equipped with property site management experience, the study uses the exploratory factor analysis to extract three critical success factors (3-bao service & financial integrity, satisfaction of personnel service, standardized system and procedure) and 14 success factors of residential housing management. The qualities of management and operation, financial integrity and excellent emergency management are found to be the critical factors in projects of property association that need to be considered with the top priority, while the service quality and system standardization take the next. Future studies could analyze the critical success factor of the residential housings from the perspectives of property management company, community management committee and residents as well.