汽车4S店顾客满意度评价研究——以宁波某汽车4S店为例  

Customer Satisfaction Evaluation in Automobile 4S Shops

作　　者：陈建茵[1] 

机构地区：[1]宁波工程学院,浙江宁波315211

出　　处：《宁波工程学院学报》2012年第2期47-50,共4页Journal of Ningbo University of Technology

摘　　要：面对日趋激烈的市场竞争,顾客满意度战略是汽车4S店维系老顾客争取新顾客的必备条件。因此,本文构建了汽车4S店顾客满意度评价体系,通过问卷调查的形式,对宁波汽车4S店得顾客满意度进行抽样调查,对影响顾客选购汽车产品和服务的各因素的重要程度和满意程度进行分析。With the increasingly fierce market competition, the customer satisfaction strategy is the important developmental strategy for the automobile 4S shops. Therefore, this paper constructs the auto 4S shop customer satisfaction evaluation system and based on the questionnaire, sample - surveys the customer satisfaction with the 4S shops in Ningbo and analyzes the importance degree and the satisfaction degree of the factors that affect the customer purchase of automotive products and the quality of the service.

关 键 词：汽车4S店 顾客满意度 评价体系 

分 类 号：F719[经济管理—产业经济]