摘要：随着人民对生活品质要求的提高，物业管理行业的竞争也越来越激烈。如何提高业主满意度，提高物业管理企业综合影响力成为了物业管理的重中之重。因此从业主角度去分析小区物业服务质量的好坏已经成为一项非常有意义的研究课题。

　　　本文在介绍了选题背景后，初步选定了基于业主视角的物业服务质量指标。然后通过对光明城市小区业主的问卷调查得到一系列数据，再对调查数据进行描述性统计分析和指标信度的分析，最终通过相关性分析将指标进行合并和筛选，得到了最后的评价指标。然后引入物业管理服务质量模糊综合评价模型，采用了层次分析法分析确定了各项指标的权重，再结合模糊评价集通过计算得到的结果对光明城市小区物业服务进行了评价并提出了改进措施。

关键词 物业管理；住宅小区；服务质量；模糊综合评价

Abstract：With the development of people's living quality requirements improve, the property management industry is also increasingly fierce competition. How to improve the owners satisfaction, improve the comprehensive influence of property management enterprises has become a priority among priorities in property management. Therefore, owners of residential property service quality has become a very meaningful research topic.

　　　In this paper, introduced the selected topic background, selected the property service quality index based on the perspective of the owner. Then get a series of data of questionnaire survey to the bright city residential property owners, analysis and descriptive statistical analysis and index of reliability of the survey data, the correlation analysis of indicators will merge and screening, the evaluation index of the last. Then the introduction of property management service quality fuzzy comprehensive evaluation model, using AHP to determine the weight of each index, and then combined with the fuzzy evaluation results obtained by calculating the bright city residential property services were evaluated and improvement measures are proposed.

Keywords  property management  residential quarter  service quality  fuzzy comprehensive evaluation