汽车4S店售后服务现状及管理对策分析毕业论文.doc

毕业论文 （20_ _届） 汽车4S店售后服务现状及管理对策分析 摘 要 随着我国经济的不断发展，国民收入和储蓄的不断增加，人们在满足物质需求后，更加追求高品质的生活方式，一些较昂贵的大件消费品如汽车正在逐渐得到普及。汽车的普及在拉动汽车销售市场的兴旺之外，同时也带动了汽车服务市场的壮大。汽车4S店是以整车销售零配件、售后服务、信息反馈四位一体为核心的汽车特许经营模式统一的外观形象，统一的标识，统一的管理标准，只经营单一的品牌的特点4S店在提升汽车品牌、汽车生产企业形象上优势4S店进行深入的调查后，对其通过SWOT分析的方式，发现其存在的优势、劣势、机会以及威胁，并且通过分析得出的结论，对4S店的服务营销和管理提出了相应的对策。 在结构上，本文首先分析了我国汽车市场和汽车4S店的现状和存在的问题，随后对慈溪市的汽车市场和汽车4S店进行调查和分析，并根据实际情况对慈溪市瑞丰江淮汽车4S店进行了深入的调查，最后提出了针对性的服务营销对策和管理对策建议。 关键词：Abstract With Chinas economic development, national income and savings, people in increasing physical needs, meet after more pursue high quality life style, some more expensive big consumer goods such as cars are gradually gained popularity. The popularity of pulling car in auto sales market outside, also thriving drived car service market expanding. Auto 4S shops in the vehicle sales, spare parts, after-sales service, information feedback four-in-one as the core of the car franchise pattern, its uniform appearance, integrated identification, unified management standards, carry only a single brand features for both 4S shops in ascending car brand, auto production enterprise image, but also bring advantage to 4S shops in after-sales service development influenced more and more challenges, the existing problems and the insufficiency and more outstanding. Aiming at the China automobile 4S inn after-sales service development, based on the specific circumstances of cixi auto after-sales service market investigation and relevant theoretical research, and other related information collection, cixi jianhuai motor 4S inn according to the actual situation of the 4S shops in in-depth investigation, SWOT analysis on its through the way of existence, finds its strengths, weaknesses, opportunities and threats, and the conclusion of 4S inn services, marketing and management countermeasures were proposed. In the structure, this paper first analyzes the automobile market in China and car 4S shops on the current situation and existing problems, and then