| 汽车4S店销售服务顾客满意度评价模型 |
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| 引用本文： | 张道文. 汽车4S店销售服务顾客满意度评价模型[J]. 西华大学学报(自然科学版), 2011, 30(6): 9-12 |
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| 作者姓名： | 张道文 |
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| 作者单位： | 西华大学交通与汽车工程学院,四川成都,610039 |
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| 基金项目： | 西华大学交通运输规划与管理重点学科建设项目(XZD0816-09-1) |
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| 摘 要： | 销售服务顾客满意度对汽车4S店的竞争力有十分重要的影响,有必要建立一种评价模型对其销售服务顾客满意度进行客观的评价。本文选取模糊综合评判决策作为销售服务顾客满意度的评价方法,构建了二级模型评价指标体系,并采用专家估测法确定指标的权重,从而建立了综合评价模型,最后,用该模型对某汽车4S店销售服务顾客满意度进行了综合评价,其评价结果与实际情况相符。
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| 关 键 词： | 汽车4S店 销售服务 顾客满意度 模糊评价方法 模型 |
The Evaluation Model for Customer Satisfaction Index of Sale Service for a Vehicle 4S Shop |
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| ZHANG Dao-wen. The Evaluation Model for Customer Satisfaction Index of Sale Service for a Vehicle 4S Shop[J]. Journal of Xihua University(Natural Science Edition), 2011, 30(6): 9-12 |
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| Authors: | ZHANG Dao-wen |
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| Affiliation: | ZHANG Dao-wen(School of Transportation and Automotive Engineering,Xihua University,Chengdu 610039 China) |
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| Abstract: | The customer satisfaction index for sale service has very important influence on the competitiveness of a vehicle 4S shop,it is necessary to develop a kind of evaluation model to objectively evaluate its customer satisfaction index.The fuzzy comprehensive assessing strategy is employed as the evaluation method,and the evaluation index system of second-order model is built and the weights of evaluation index is determined using experts estimating method.As a result,a comprehensive evaluation model is created... |
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| Keywords: | vehicle 4S shop sales service customer satisfaction index fuzzy evaluation method model |
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