Author(s)

YingLuo Lv, Chao Huang, JiXun Liu^*

Affiliation(s)

School of Management, Zhejiang Shuren University, Hangzhou 310015, Zhejiang, China.

Corresponding Author

JiXun Liu

ABSTRACT

This study focuses on a commercial property in Hangzhou and employs the SERVQUAL models five core dimensions as its framework. It introduces an innovative approach by incorporating the dual perspectives of internal customers (property employees) and external customers (owners/tenants) to conduct a comprehensive analysis of the factors contributing to satisfaction conflicts among different stakeholders. By modifying the satisfaction rating scale for these two groups and considering the unique characteristics of commercial properties, the evaluation system is enhanced, allowing for the identification of the underlying causes of satisfaction conflicts. This research refines the perspectives and methodologies within the property service domain, offering novel insights for enhancing the quality of commercial property services. Furthermore, the study compares the service quality of the commercial property before and after the implementation of a conflict coordination mechanism, thereby assessing the mechanisms effectiveness and providing actionable recommendations for commercial property managers.

KEYWORDS

Commercial property; Customer satisfaction; Property service quality; Satisfaction conflict; Conflict coordination mechanism

CITE THIS PAPER

YingLuo Lv, Chao Huang, JiXun Liu. An investigation into enhancing the quality of commercial property services through the analysis of internal and external customer satisfaction conflicts. Trends in Social Sciences and Humanities Research. 2024, 2(11): 25-35. DOI: https://doi.org/10.61784/tsshr3107.

REFERENCES

[1] Dong Jian. An empirical study on the relationship between perceived service quality and customer satisfaction and customer loyalty. Enterprise Vitality, 2012, (08): 28-32.

[2] Shi Hexing. On the origin of public conflict management. Journal of National School of Governance, 2013, (05): 55-60.

[3] Ma Yongxia, Zhang Xue, Shi Han. Study on the "double customer" satisfaction evaluation of college students employability. Education and Economics, 2019, (03): 11-19.

[4] Lili Wang. Analysis of the causes and countermeasures of doctor-patient disputes based on hospital customer satisfaction. Journal of Puer University, 2017, 33(02): 31-33.

[5] Li Bin. Research on property management improvement based on internal and external customer satisfaction conflict. Shandong Jianzhu University, 2018.

[6] Wu Yuanzhe. Liaoyang Evergrande Oasis property service satisfaction evaluation and improvement strategy. Dalian University of Technology, 2022.

[7] Xia Yong. Relationship between property service quality and owner satisfaction. Residential and Real Estate, 2022, (11).

[8] Wang Jiankang. Research on property service quality improvement strategy of M Company. Guizhou University, 2022.

[9] Etgar M. Sources and Types of Intrachannel Conflict. Journal of Retailing, 1979, 55(1): 61-78.

[10] Wu Mengqiang, He Danfeng, Zheng Zhifeng, et al. Research on the main body conflict coordination mechanism of government investment projects based on the contradiction theory. Construction Economy, 2021, 42(09): 83-87.

[11] Xiang Pengcheng, Pang Xianya. Horizontal inter-governmental conflict coordination mechanism for major trans-regional engineering projects. Journal of Beijing University of Administration, 2021, (03): 42-48.