国内外汽车售后服务客户满意度评价论文.doc

国内外汽车……………………………………………………………………………………2 Abstract………………………………………………………………………………2 前言……………………………………………………………………………………4 国内外汽车发展及评价的意义…5 国内外汽车售后服务市场的发展状况……………………………………5 汽车售后服务客户满意度评价的意义……………………………………8 论文研究的主要内容………………………………………………………10 客户满意度评价常用的方法……………………11 汽车4S店评价…………………………………15 评价……………………………………………………………15 建立评判集…………………………………………………………………23 指标权重的确定…………………………………?…………………………………………………………………27第四章 杭州汽车4S店存在的问题及改进案………… 34 第五章 结论…………………………………………………………………………36 总结与体会……………………………………………………………………………37 谢辞……………………………………………………………………………………38 参考文献………………………………………………………………………………39 附录……………………………………………………………………………………40 杭州荣马汽车4S店售后服务客户满意度评价 摘 要 现在汽车4S店以其专业的服务，舒适的环境占据了汽车销售与售后服务市场的主体。4S店的售后也是属于服务行业，具有服务行业的特征。因此，4S店售后服务的开展都是以顾客为中心。那么在顾客心目中，到底4S店的售后服务做得怎么样？哪些地方做得令顾客满意？哪些地方需要改进？这些问题不是简单直观就能了解清楚的。因此，笔者认为需要建立一种模型，综合顾客的各种意见，从而得出4S店售后服务的顾客满意度。论文选取了双重评价法作为评价方法，并且建立了评价模型，确定了评价指标，通过调查顾客、咨询专家、运用层次分析法得到了各指标得分与权重，从而对杭州荣马汽车4S店售后服务的顾客满意度进行了评价。其评价结果得分非常为满意，值得注意的是其在维修质量等方面需要提高。本方法同样适用与其他汽车4S店，具有一定的实用性。 关键词：4S店,售后服务,满意度评价,双重评价法,层次分析法 Hangzhou RongMa 4S shop and after-sales service to customer satisfaction Abstract The 4S shop and its professional service, comfortable working environment take the major part of the automobile sale and customer service business. The 4S shop service belongs to tertiary sector of industry, and it shows the characteristic feature of service industry. Therefore, the task of the 4S shop is to satisfy the needs of consumers. But it is not easy to evaluate the performances of the 4S shop. For example, how the 4S has accomplished its task in the view of the consumers, in which part of the service the 4S shop has met the demand of the consumers satisfactorily, and which part of the service should be improved remain largely unanswered. That is why a model which bases on the feedback of the consumers has to be established in order to evaluate the performances of the 4S shop. This article makes full use of a method of dual for evaluation to evaluate the performances of the 4S shop and use the co