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School code ：10378Security：
Classification：
Study on the improvement of residential
property management residents
'satisfaction from the stakeholder
perspective
Student ID：3201631054
Name：Yao yuan
Degree category：Professional Master
The professional name：Business Administration
Research direction ：Human Resource Management
Tutor’s name：Jingjing Du
April, 2018摘要
在我国，随着城市化进程的加快，房地产投资规模不断扩大，住宅小区的蓬勃
开发建设，极大地改善了居民的居住水平，住宅小区的物业管理行业随之兴起，由
此产生的利益相关者（业主、开发商、业委会与物业管理公司）之间的关系问题在
各地都不同程度的存在，如何处理好四者之间的关系，从而提升物业管理的满意度，
是一项具有长远意义的研究
本文综合采用文献分析法、调查问卷等方法，以利益相关者为视角，以蚌埠H
小区为例对住宅小区物业管理中的居民满意度进行了研究，希望通过研究能够分析
和总结出目前住宅小区物业管理存在的问题，并针对问题从利益相关者角度提出改
进对策建议，促进小区物业管理的健康发展和居民生活水平的提高。通过全文研究
得出三点结论：（1）当前住宅小区物业管理满意度较低，物业管理中主要存在物
业费收缴困难、物业公司定位不清晰、收费品种繁琐、物业管理范围不明确、物业
人员素质有待加强以及物业、业主和开发商三方关系比较混乱等问题。（2）造成
当前住宅小区物业管理满意度较低的主要原因有物业公司本身专业化程度不够、业
主思想认识观念落后、物业管理职责划分不清晰、物业管理制度不健全以及缺乏物
业费沟通机制等原因；（3）基于从利益相关者角度出发，要提高住宅小区居民满
意度首先要对利益相关者和参与者的理念进行协调，其次要对利益各方的经济利益
进行适调，最后要建立利益相关者参与下的各项保障机制和制度
关键词：利益相关者；物业管理；满意度；H小区
I
ABSTRACT
In China, with the acceleration of urbanization, the scale of real estate investment
continues to expand, and the vigorous development and construction of residential
communities has greatly improved the living standards of residents. The property
management industry in residential communities has risen with the resulting stakeholders.
Problems of the relationship between the (owner, developer, industry committee, and
property management company) exist in different places in different places. How to
handle the relationship between the four companies and improve the satisfaction of
property management is a long-term process. Meaningful research.
This article comprehensively uses the methods of literature analysis, questionnaires,
etc., from the perspective of the stakeholders, taking Bengbu H cell as an example to
study the residents' satisfaction in the residential community property management
model, hoping to analyze and sum up the current housing through research. Problems
existing in the residential property management model, and suggestions for improvement
of countermeasures and suggestions from the perspective of stakeholders, to promote the
healthy development of residential property management and improve the living
standards of residents. Through the full-text study, three conclusions are drawn: 1. The
current level of satisfaction with property management in residential areas is relatively
low. Property management mainly involves difficulty in collection of property fees,
unclear positioning of property companies, cumbersome fee collection, unclear range of
property management, and quality of property personnel. It needs to be strengthened and
the tripartite relationship between property, business, and open-planer should be mixed. 2.
The main property companies that have caused low levels of satisfaction with the
property management of the current residential community are not sufficiently
professional, their owner’s ideological and cognition concepts are backward, property
management responsibilities are not clearly defined, property management systems are
not perfect, and lack of property fee communication mechanisms. 3. Based on the
perspective of stakeholders, to improve the satisfaction of residents in residential
communities, the concept of stakeholders and participants must be coordinated first.
Secondly, the economic interests of all interested parties must be adjusted. Finally, The
protection mechanisms and systems must be established from the perspective of various。