物業管理公司服務對住戶居住環境品質認知的影響

Influence of property management company service on residents’ perceptions of living environment quality

物業管理即所有與建築物使用相關業務之管理行為，針對建築物硬體、服務的社群及生活環境作維護管理與全方位之經營，使居民擁有健康、舒適、便利、安全之居家環境。因此，物業管理公司不僅要滿足住戶的需求，並要建立公司服務品質的標準，提高服務的品質，以提升住戶對公司的滿意程度。本研究探討在物業管理公司的服務下，住戶對居住環境品質的認知。以公寓大廈住宅的住戶為本研究的研究對象，對物業管理公司所服務之案場進行調查。經由相關文獻蒐集與討論，發展本研究之問卷、進行問卷調查，並以結構方程模式建構模型。研究結果顯示，住戶所感受的物業管理公司所提供的安全性、健康性、舒適性等服務對於便利性服務之認知有顯著影響，而服務人員的關懷性對於回應性有顯著影響。此外，物業管理公司人員的服務品質亦會影響住戶對物業管理公司在居住環境服務上的評價。

Property management is regarded as overall services of condominium management and maintenance. These services aim to provide residents a healthy, comfort, convenient, and safe environment. This study explores the residents' perceptions of living environment quality under the property management company's services. This study focuses on the residents of condominiums served by property management companies. Based on literature reviews, this study developed the questionnaire for data collection. This study implemented Structural Equation Modeling (SEM) for data analyzing. The results show that the residents' perceptions of safety, health, and comfort have a significant effect on the perception of convenience. The perception of empathy of service personnel has a significant effect on the perception of responsiveness. In addition, the service quality of property management company's personnel also affects the perception of the company's service quality of living environment.