汽车4s店服务质量对客户满意度的影响.docVIP

刘刚：汽车4S店服务质量对客户满意度的影响 安徽工程大学毕业设计（论文） PAGE \* MERGEFORMAT PAGE \* MERGEFORMAT I PAGE \* MERGEFORMAT PAGE \* MERGEFORMAT I 汽车4S店服务质量对客户满意度的影响 摘 要 随着经济的持续稳步增长，人们的生活水平也有了一个质的飞跃，汽车已成为一种日常的消费品，进入了寻常百姓家。与此同时，汽车4S店如雨后春笋般不断涌现，随着汽车品牌及车型的不断增多，汽车市场总的来说是供大于求，车市市场由以前以供应商为主导的卖方市场转变为现在已消费者为主导的买方市场，汽车行业的竞争也逐步由产品和价格的竞争转变为服务的竞争。而在这其中，4S店作为连接汽车生产和销售的主要桥梁和主流渠道，服务质量则是其追求全方位客户满意的重要因素。故此，对汽车4S店的服务质量与客户满意度的关系进行实证研究有着突出的现实意义。 本文在大量文献阅读、网上资料搜索的基础上，将定量分析方法运用到4S店中，设计出针对4S店发展状况的服务质量五维度的调查问卷，并对所采集的数据进行综合分析，最后就研究的结果提出有效建议，并提出针对性强而行之有效的提高和改进策略。 关键词：汽车4S店；服务质量；客户满意度；改进策略 PAGE \* MERGEFORMAT PAGE \* MERGEFORMAT VI PAGE \* MERGEFORMAT PAGE \* MERGEFORMAT V The Impact of Auto 4S shops’ Service Quality on customer Satisfaction Abstract As the economy continued to grow steadily. People’s living standard has been a qualitative leap in the eyes of the people, the car has become a daily consumer goods, into the ordinary people’s home. At the same time, auto 4S shops such bamboo shoots after a spring rain like emerge, as the car brands and models of increasing, car market in general oversupply by the previous supplier change led to a seller’s market now consumer led a buyer’s market. The competition of auto industry is also gradually changed from product and price the competition of service. And in this one, 4S shop as the main bridge of automobile production and sale and the mainstream channels, service quality is an important factor in the pursuit of a full range of customer satisfaction. Therefore, an empirical study on the relationship betweenservice quality and customer satisfaction in automobile 4S stores has highlighted the practical significance. Based on extensive literature reading, online information search, the quantitative analysis method is applied to the 4S shop, we design a questionnaire based on the development situation of 4S branch of the 5 dimensions of service quality, and make a comprehensive analysis of collected data, the result put forward effective suggestions