Evaluating the Importance of Service Quality Factors in PMR Based on Grey Relational Theory

Based on the grey relation theory, the paper presented a grey relational assessment model to evaluate the importance of various quality factors in property management of residence (PMR). First, this study found out twenty main service quality factors that influence overall service quality of property management of residence (SQPMR) based on SERVQUAL instrument and interview with experts and literature review, then, introduced the method and process of computing the grey relation degree between overall SQPMR and twenty service quality factors. Finally, the application analysis of a general residence was presented. The empirical results from the general residence show that the selected twenty quality factors all are important for overall SQPMR, but their degrees of influence are different.