物業管理公司服務對居住環境品質認知的影響

物業管理即所有與建築物使用相關業務之管理行為，目的為針對建築物硬體及服務其社群與生活環境作維護管理與全方位之經營，使住戶擁有健康、舒適、便利、安全之居家環境，近年來隨著經濟發展，逐漸發展為針對住戶生活方面服務的提供及資產經營管理等全方位的服務。本研究探討在物業管理公司的服務下，住戶對居住環境服務品質的認知。研究結果顯示，住戶所感受的物管公司所提供的安全性、健康性、舒適性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，物管公司人員的服務品質亦會影響住戶對物管公司在居住環境服務上的評價。

關鍵字

物業管理；居住環境；服務品質；結構方程模式

並列摘要

Property management is regarded as overall managements and maintenances for the apartment. These services aim to keep healthy, comfort, convenient and safe environment for the residents. In recent years, property management companies develop the services including life and property management. This study explores the residents' perceptions of living environment quality within the property management company's services. The results show that the residents' perceptions of safe, health, and comfort provided by property management's services have a significant effect on the perception of convenient. 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 will also affect the perception of the company's service quality of living environment.