基于对比分析法的汽车4S店维修服务质量分析研究  

Research on Service Quality Analysis of Automobile 4s Shop Based on Comparative Analysis

作　　者：尹文荣 吴云 张坤 夏颖 Yin Wenrong;Wu Yun;Zhang Kun;Xia Ying(Department of Automotive Engineering,Shandong Huayu University of Technology,Shandong Dezhou 253034)

机构地区：[1]山东华宇工学院汽车工程学院,山东德州253034

出　　处：《汽车实用技术》2020年第14期250-253,共4页Automobile Applied Technology

基　　金：2018年度教育教学与新工科研究项目——“《汽车营销》课程混合式教学模式改革研究与应用”(项目编号:2018JG18)。

摘　　要：随着汽车保有量的持续增长,维修服务流程的优化对提高顾客满意度有着十分重要的影响,汽车4S店应加大对维修服务的重视力度。文章在阅读了大量文献的基础上,对A汽车4S店的维修服务做了调查,通过对比分析A汽车4S店与B、C、D等不同汽车4S店的维修服务质量,提出了维修服务流程中有针对性的建议和措施。对提升汽车4S店的顾客满意度具有实际的指导意义,有助于加强我国汽车4S店的维修服务质量,促进汽车4S店的发展。With the continuous growth of car ownership, the optimization of maintenance service process has a very important impact on improving customer satisfaction, 4 S car stores should increase the importance of maintenance services. On the basis of reading a lot of literature, this paper makes an investigation on the maintenance service of a automobile 4 S shop, and compares and analyzes the maintenance service quality of a automobile 4 S shop with that of B, C, D, etc., pointed suggestions and measures are put forward in the process of maintenance service. It has a practical significance to improve the customer satisfaction of Automobile 4 S shop, to strengthen the maintenance service quality of automobile 4 S shop, and to promote the development of automobile 4 S shop.

关 键 词：汽车4S店 维修服务质量 流程的优化 顾客满意度 

分 类 号：F279.23[经济管理—企业管理]