汽车维修服务质量评价体系构建策略研究  

Research on the Construction Strategy of Automobile Maintenance Service Quality Evaluation System

作　　者：谢立彬 何刚 Xie Libin;He Gang

机构地区：[1]昌吉职业技术学院,新疆昌吉831100 [2]中交火焰山汽车检测有限公司,新疆吐鲁番838001

出　　处：《时代汽车》2025年第2期166-168,共3页Auto Time

摘　　要：汽车维修服务在我国汽车后市场起着重要的推动作用。本文针对汽车维修服务质量评价体系进行了深入研究,希望能为修车点提供一个评价自我服务质量的依据,最终为消费者提供更高质量的服务。我们首先对汽车维修服务的特点进行研究,然后分析行业现状和客户需求。在此基础上,我们构建了一个包括服务设施、服务流程、服务人员和服务效果四个维度的评价体系。具体的评价指标包括:设施环境、维修设备、服务流程的合理性、服务人员的专业性及服务态度、维修质量和效率等。该体系的建立,旨在更全面、更系统地评价汽车维修服务质量,既能反映出服务点的工作效能,也能为消费者提供一个选择维修点的参考依据。同时,我们还提出了一系列用于提升服务质量的策略,包括加强设备更新,优化服务流程和提升人员素质等。整体来看,构建完善的汽车维修服务质量评价体系和相关策略的研究成果对服务点的自我改善,对消费者的利益保障具有积极含义,具有良好的理论和实践价值。Automobile maintenance service plays an important role in promoting China's automobile aftermarket.This paper conducts an in-depth study on the quality evaluation system of automobile maintenance services,hoping to provide a basis for car repair points to evaluate their own service quality,and ultimately provide consumers with higher quality services.We first study the characteristics of auto repair services,and then analyze the current state of the industry and customer needs.On this basis,we have built an evaluation system that includes four dimensions:service facilities,service processes,service personnel and service effects.The specific evaluation indicators include:facility environment,maintenance equipment,rationality of service process,professionalism and service attitude of service personnel,maintenance quality and efficiency,etc.The establishment of the system aims to evaluate the quality of automobile maintenance services more comprehensively and systematically,which can not only reflect the work efficiency of service points,but also provide consumers with a reference basis for choosing maintenance points.At the same time,we also put forward a series of strategies to improve service quality,including strengthening equipment renewal,optimizing service processes and improving personnel quality.On the whole,the research results of constructing a perfect automobile maintenance service quality evaluation system and related strategies have positive implications for the self-improvement of service points and the protection of consumers'interests,and have good theoretical and practical value.

关 键 词：汽车维修服务 服务质量评价 服务效能 消费者需求 服务质量提升策略 

分 类 号：F42[经济管理—产业经济]