提升豪宅物業管理服務品質之關鍵因素

摘要近10年來，台灣的物業管理服務市場一直流於低價競爭。社區管理委員會普遍以『價格』為導向，既要有優惠的價格又要有良好的服務品質。宋家萬（2012）認為，近幾年來經濟發展呈Ｍ型兩極化，社區對於物業管理公司所提供的服務內容跟價格的認知，亦日趨呈現Ｍ型的狀態。一般的社區管理委員會或管理負責人，選擇物業管理公司，普遍係以「價格」作為首要考量條件。所以物業公司為了有機會進入豪宅服務更是使出渾身解術，因為一旦有機會服務頂級豪宅，就意味著物業管理公司品牌價值的提升，進而也影響物業公司利潤的提升。近年來頂級豪宅在都會地區不斷湧現，其中一些指標性的頂級豪宅在社會評價上成為關注焦點。然而，筆者前後兩次在桃園藝文特區豪宅訪友，卻得到兩次完全不同的服務，即便同屬豪宅的物業管理服務，也可能出現品質上的差異。縱使所稱豪宅物業管理服務，也會因為素質不同，在服務上有相當大的落差！近幾年建築業提倡所謂的『飯店式服務』，在華麗的外表下如果沒有注重『貼心』、『客製化』服務，恐怕就失去了物業管理的真諦。隨著物業服務行業的迅速發展，社會對物業服務人員的素質要求越來越高，從標準服務到客製服務，從大眾化服務到個性化服務，這一切都從物業管裡人員服務品質為基礎。物業管理公司的競爭力、與豪宅管理委員會的續約力以及物業服務人員的價值是否體現在物業服務人員對服務品質的認知、技巧以及自身的修養呢？基於以上的問題，本研究透過佟光英（2016）針對豪宅高端服務品質滿意程度調查，五大構面平均分數；所得之順序分別為：(1)『有形性』、（2）『可靠性』、（3）『保證（確實）性』、（4）『關懷性』、（5）『反應（回應）性』，5個構面、30個準則作為建立豪宅物業管理服務品質關鍵因素之雛形架構，再由德爾菲專家訪談回饋意見彙整得出4個架構8個準則作為研究架構。再由IPA分析研究結果顯示及筆者多年的物業管理服務禮儀研究及教學探討出豪宅物業管理服務品質關鍵因素！

關鍵字

物業管理；物業管理服務模式；服務品質；服務禮儀；德爾菲法； IPA分析

並列摘要

Abstract In the past 10 years, Taiwan's property management service market has been in low price competition. The community management committee is generally guided by "price", which requires both favorable price and good service quality. Song Jiawan (2012) believed that in recent years, the economic development has been M-shaped polarization, and the community's understanding of the service content and price provided by the property management company is also increasingly M-shaped. In general, when choosing a property management company, the community management committee or the person in charge of the management takes "price" as the primary consideration.There fore, in order to have the opportunity to enter the luxury house service, the property management company uses all kinds of skills, because once it has the opportunity to serve the top luxury house, it means the improvement of the brand value of the property management company, and then affects the improvement of the profit of the property company. In recent years, top luxury houses have been emerging in metropolitan areas, some of which have become the focus of social evaluation. However, the author has twice visited friends in the luxury house of Tao Yuan art and culture special zone, but has received two completely different services. Even if the property management services of the same luxury house, there may be differences in quality. Even if the so-called luxury property management services, because of different quality, there is a considerable gap in service! In recent years, the construction industry has advocated the so-called "hotel service". If we do not pay attention to the "intimate" and "customized" services under the gorgeous appearance, we may lose the essence of property management. With the rapid development of property service industry, the quality of property service personnel is required more and more. From standard service to customized service, from popular service to personalized service, all these are based on the service quality of property management personnel. Is the competitiveness of the property management company, the renewal of the contract with the luxury housing management committee and the value of the property service personnel reflected in the cognition, skills and self-cultivation of the property service personnel on the service quality? Based on the above questions, this study conducted Tong Guangying's (2016) survey on the satisfaction degree of high-end service quality of luxury houses, with the average score of five dimensions; The order is: (1) tangibility, (2) reliability, (3) assurance (authenticity), (4) caring, (5) responsiveness，Five dimensions and 30 criteria are taken as the rudiments of the key factors to establish the service quality of luxury property management, and then four frameworks and eight criteria are collected from Delphi experts' interviews and feedback as the formal research framework. According to the results of IPA analysis and the author's years of research and teaching on the service etiquette of property management, the key factors of the service quality of luxury property management are discussed, which take the service etiquette as the core!