| 基于客户满意度调查的汽车4S店售后服务质量评价研究 |
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| 引用本文： | 刘红莉,王燕,何琳.基于客户满意度调查的汽车4S店售后服务质量评价研究[J].标准科学,2017(5). |
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| 作者姓名： | 刘红莉 王燕 何琳 |
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| 作者单位： | 浙江省方大标准信息有限公司 |
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| 摘 要： | 本文从汽车售后服务质量评价指标设定的原则着手,提出了售后服务质量评价指标体系、调查方式及评价方法.基于客户满意度调查,提出了4S店售后服务存在的问题及其对策分析.这对提升汽车售后服务满意度,维护消费者权益,以及为主管部门掌握售后服务质量,采取有效监管措施具有重要的现实指导意义.
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| 关 键 词： | 汽车4S店 评价体系 售后服务质量 客户满意度调查 |
Research on After-Sales Service Quality Evaluation of Automobile 4S Shop Based on Customer Satisfaction Investigation |
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| Authors: | LIU Hong-li WANG Yan HE Lin |
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| Abstract: | This paper begins from the principles of establishing the evaluation index of automobile after-sales service quality, proposes the service quality evaluation index system, investigation method and evaluation method. Based on customer satisfaction investigation, it proposes the problems and countermeasures of after-sale service in 4S shop, which has great practical significance to improve the after-sales service satisfaction and safeguard the customer's rights, and help government department to control the quality of after-sales service and take effective supervision measures. |
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| Keywords: | automobile 4S shop evaluation system after-sales service quality customer satisfaction investigation |
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