汽车售后服务质量优化研究.doc

密级： 学号： 自考本科生毕业论文（设计） 汽车售后服务质量优化研究 摘 要 ?在汽车产业链中,汽车产品主要的获利并非来自经销商的整车销售,而是售后服务，汽车售后服务是指汽车作为商品销售出去以后，由制造商、销售商、维修商、配件商等服务商为客户及其拥有的汽车提供的全过程、全方位服务。它包括汽车金融服务、汽车保险服务、汽车维修服务、汽车配件服务、汽车美容装饰服务、旧车交易服务，以及汽车租赁、汽车停车、汽车信息等服务，目前国内汽车销售额中,制造商的比重偏大,而服务的比重过小,汽车售后服务还有很大的上升空间。随着汽车数量的不断增加,各汽车制造商不断推出技术含量高的汽车占领市场。作为支撑汽车销售的有力支柱,汽车售后服务将呈现出前所未有的商机。据市场预测,售后服务行业的企业每年将以近20%的速度发展。这些都将推动汽车售后服务体系、售后服务网络的建立与完善。因此,为满足汽车维修布点、修理质量、检测手段、环境保护、行车安全和装饰服务等方面的要求,建立和健全汽车售后服务体系,在用户与汽车制造商之间构筑一条畅通的桥梁显得非常必要。 本文就汽车售后服务质量优化为研究对象，通过分析汽车售后服务中存在的各种不足和优点，并且进行总结列举优化方案，希望可以给汽车售后服务质量优化研究的团体或者个人给予帮助。 关键词：汽车售后服务;质量，优化。 ABSTRACT In the automotive industry chain, the main profit is not from the dealers vehicle sales, but after sales service, car as a product sales, by the manufacturers, vendors, maintenance, accessories and other services to customers and has a full range of automotive services, auto insurance services, car insurance services, car service, car rental, car rental, car parking, car information, etc., the proportion of manufacturers, and service is too small, car sales After service there is a big rise in space.with the increasing number of cars, all vehicle manufacturers continue to launch high technology content of car to occupy the market. As a strong pillar of support car sales, auto after-sales service will appear unprecedented opportunities. According to market forecasts, annual business after-sales service industry will nearly 20% of the speed of development. All these will give impetus to the auto after-sales service system, after-sales service network, to establish and perfect. Therefore, in order to meet the stationing of vehicle maintenance and repair, repair quality, detection means, environmental protection, traffic safety and decoration services, establish and improve the automobile after-sales service system, between the user and the auto maker build a smooth flow It is necessary to optimize the service quality of the automobile. The paper analyzes the vari