详细分析什么是汽车美容店服务质量（Detailed analysis of what is the quality of car beauty shop service）.docVIP

详细分析什么是汽车美容店服务质量（Detailed analysis of what is the quality of car beauty shop service） What is the detailed analysis of the service quality of Automobile beauty shop The quality of service is between the actual consumption effect and consumption effect consumer expectation gap. The expected service quality refers to the owner of the car beauty shop provides the expected service satisfaction. Perceived service quality refers to the owners to provide services for automotive beauty shop the actual level of perception. If the owner perception levels of service with or higher than the expected level, the owners of a higher degree of satisfaction, so that enterprises have a higher quality of service, on the other hand, will think the service quality is low. The expected service quality is an important premise of the owners perception of overall service quality. If the expected quality is too high, unrealistic, even if objectively they accept the service level is very high, they still think that the service quality is low. (a) factors affecting the expected service quality The expected quality is influenced by four factors: the owners demand, marketing communication, corporate image and reputation of the owners. 1. owners demand. The owner is the demand of automotive beauty shops and uncontrollable factors. The myriads of changes and consumption habits, consumer preferences of different owners demand, making the big impact of the factors on the expected quality of service. 2. market communication. Market communication directly controlled by the automotive beauty shops, including advertising, direct mail, publicity and promotional activities. The impact of the expected service quality is obviously. For example, in advertising, some of the 4S shops exaggerating their own products and services provided by the owners have lead to the expected quality is very high, however, when the owners once contact the 4S shop found that the service quality is not as advertised, it will make