| 基于SERVQUAL的汽车4S店服务质量评价 |
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| 引用本文： | 胡斌祥,严岿,李江天. 基于SERVQUAL的汽车4S店服务质量评价[J]. 武汉理工大学学报(信息与管理工程版), 2011, 33(3): 476-479. DOI: 10.3963/j.issn.1007-144X.2011.03.037 |
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| 作者姓名： | 胡斌祥 严岿 李江天 |
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| 作者单位： | 武汉理工大学,汽车工程学院,湖北武汉,430070 |
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| 基金项目： | 国家863计划基金资助项目 |
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| 摘 要： | 汽车服务对于汽车厂商的市场竞争具有重要的意义,在深入分析汽车4S店服务特点的基础上,以SERVQUAL模型为基础,开发了衡量汽车4S店服务质量的量表,以实现对汽车4S店服务质量的科学评价,对于提高汽车4S店的服务质量具有一定的意义。
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| 关 键 词： | 汽车4S店 汽车销售 服务质量 |
Service Quality Evaluation of Auto 4S shop Based on SERVQUAL |
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| HU Binxiang,YAN Kui,LI Jiangtian. Service Quality Evaluation of Auto 4S shop Based on SERVQUAL[J]. Journal of Wuhan University of Technology(Information & Management Engineering), 2011, 33(3): 476-479. DOI: 10.3963/j.issn.1007-144X.2011.03.037 |
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| Authors: | HU Binxiang YAN Kui LI Jiangtian |
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| Affiliation: | HU Binxiang,YAN Kui,LI Jiangtian HU Binxiang:Prof.,School of Automobile Engineering,WUT,Wuhan 430070,China. |
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| Abstract: | Car service is significant for car makers in the market competition.The characteristics of auto 4S shops′ services were investigated.Based on the SERVQUAL model,service quality of automotive 4S shop was measured.Scientific evaluation on the service quality was then achieved.It is of great positive significance for the service quality improvement of the auto 4S Shops. |
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| Keywords: | auto 4S shop auto business service quality |
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