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在我国,智慧城市建设成为衡量地方经济和社会发展的重要指标之一,智慧楼宇作为其重要组成部分,已是当今建筑业发展主流趋势,成为新的“经济增长点”。本文以苏州商业物业为主要研究对象,构建了基于服务质量(SERVQUAL)理论的智慧楼宇物业服务质量测评模型并进行实证分析。研究发现,物业服务人员的专业化程度、楼宇设施设备的智能化程度及综合环境情况对业主(或使用人)感知智慧楼宇物业服务质量的优劣有显著影响。
In our country, the construction of smart city has become one of the most important indicators to measure the local economy and social development. As an important part of smart building, the smart building has become the mainstream trend of the construction industry and becomes a new economic growth point. This article takes Suzhou commercial property as the main research object, constructs the service quality evaluation model of intelligent building based on SERVQUAL theory and conducts empirical analysis. The study found that the professionalism of property service personnel, the intelligence of buildings and facilities and the overall environmental conditions have a significant impact on the owners (or users) perceived the quality of service of smart buildings and properties.