长春市华港二手车顾客服务满意度提升策略研究

发布时间：2018-02-24 15:19

  本文关键词： 二手车售后服务 顾客满意度 服务质量　出处：《中国集体经济》2016年36期 　论文类型：期刊论文

【摘要】：近几年来,随着经济发展和生活节奏加快,消费者对于汽车需求不断加大,我国汽车市场高速发展,同时各汽车品牌之间的性价比差距不断缩小,新车利润也随之大大降低。二手车业务作为汽车产业链重要的组成部分之一,存在很大的利润空间。但是我国二手车市场起步较晚,二手车售后服务相当不健全,导致部分消费者不敢购买二手车,因此,完善二手车市场售后服务机制,提升顾客满意度,对于二手车市场发展有着重大意义。笔者实地调查了长春市华港二手车市场的发展现状,遵循选取指标的各项原则,以MOT测评点为基础,构建二手车顾客满意度评价体系,通过问卷调查得出数据,经过测算发现二手车售后有待完善的地方并给出相应的对策建议。
[Abstract]:In recent years, with the rapid development of economy and the quickening pace of life, consumers' demand for automobiles has been increasing, the automobile market in our country has developed at a high speed, at the same time, the gap between the performance and price ratio of various automobile brands has been narrowing. As an important part of the automobile industry chain, there is a large margin of profit for second-hand car business. However, the second-hand car market in China started relatively late, and the after-sales service of second-hand car is quite imperfect. As a result, some consumers do not dare to buy second-hand cars. Therefore, to improve the after-sales service mechanism in the second-hand car market and enhance customer satisfaction, It is of great significance to the development of second-hand car market. The author has investigated the present situation of the second-hand car market in Changchun City, followed the principles of selecting indicators, and constructed the evaluation system of second-hand car customer satisfaction based on MOT evaluation points. According to the data obtained by questionnaire survey, the author finds out that the used car needs to be consummated after sale and puts forward the corresponding countermeasures and suggestions.
【作者单位】： 吉林大学经济学院;
【分类号】：F426.471
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本文编号：1530740