The study of impacts of provision and utilization of information technology in property management field

Abstract

In the recent decade, information technology had penetrated into different industries to enhancing the effectiveness, cost effective and competitiveness especially the e-shopping model directly from Peer to Peer (“P2P”) by mobile phones applications such as TaoBao, GoGoVan etc.; e-banking system which in order to save manpower and to increase the operating exposure. This creates largely changes in human’s behavior and living quality. However, even adoption of information technology in property management had been promoted for many years, the development of IT utilization in property management field is still lag behind when comparing with other industries due to its industry characteristic and relative constrains. Most property management companies are still at the stage which using various kinds of information technology for building operation and internal management e.g.: Building Management System (BMS), patrol system, computerized control panel for some specific facilities, to control and monitor the daily operation and performance of facilities in the managing properties. Property management practitioners were well trained to incorporate this kind of computerized modules into their daily operations in order to cope with the daily operation needs. The information technology for internal management or building operation covered all levels of works in the organization, all staffs have their own authorization to access the information technology for daily management and operation. There is no doubt that this various kinds of information technologies really provide big assistance in routine building management. It improves efficiency, effectiveness and cost-saving for the industry as to achieve better service quality. However, this kind of information technologies have been adopted in property management field for over 10 years, maybe there are some new specific functions launched within this period, but the overall framework is mostly the same. Furthermore, as abovementioned, this various kinds of information technology are focus on internal and building management levels, seldom or none of them are focus on customer services or customer communication. In recent years, several property management companies start to develop Apps-based information technology system for enhancing the efficiency, effectiveness, cost-saving and better communication with their customers. This app-based information technology including online booking system of estate facilities, inquiry of management fee and accounting matters, feedback of the services provided and even some purchases of value-added services. Although Apps have been developed and being used in the world for almost 10 years, but for property management field, it is just still at the beginning stage. It can be foreseeable that the development and application of apps-based information technology in property management field will be a trend for improvement of service quality in the industry. In view of information technology have been implementing over a decade in and also still undergoing continuous development in property management field, it is interesting to study that how private property management companies make use of information technology in their overall business running which in a result to benefit the overall management quality. In this thesis, I would also like to evaluate the impacts of provision and utilization of Information technology in property management field, such as its influence to customer satisfaction, the image and reputation of the management company. At the end of this study, recommendation will be made for future opportunities and prospects in order to enhance the competitiveness in this field thus create better services to end-users.