AN INVESTIGATION INTO ENHANCING THE QUALITY OF COMMERCIAL PROPERTY SERVICES THROUGH THE ANALYSIS OF INTERNAL AND EXTERNAL CUSTOMER SATISFACTION CONFLICTS

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.