一汽—大众FFV管理模式研究

发布时间：2018-03-28 21:24

本文选题：一汽-大众　切入点：客户满意度　出处：《长春理工大学》2013年硕士论文

【摘要】：在我国汽车行业消费模式从“产品为中心”向“以顾客为中心”的转变过程中,顾客满意度的高低对汽车企业的生存及发展变得至关重要,其中售后服务满意度的高低已经成为汽车企业在竞争中能否获胜的最关键的因素。本文以客户满意度为切入点,对影响售后服务满意度的核心要素-服务质量的影响因素进行全面分析,之后引出“一次修复率”的概念及相关理论,全面分析一次修复率的影响因素及其对维修质量及顾客满意度的影响。通过对一汽-大众汽车有限公司一次修复率的管理模式的研究,分析其一次修复率的管理模式,并提出优化和改进建议,通过科学的制定提升措施来确保一次修复率持续稳定提高,最终来提升品牌顾客满意度。
[Abstract]:In the process of transformation from "product-centered" to "customer-centered", the level of customer satisfaction becomes very important to the survival and development of automobile enterprises. The level of after-sales service satisfaction has become the most important factor for automobile enterprises to win in the competition. Taking customer satisfaction as the breakthrough point, this paper makes a comprehensive analysis of the key factors that affect the satisfaction of after-sales service-the influencing factors of service quality, and then leads to the concept of "primary repair rate" and related theories. The influencing factors of primary repair rate and its influence on maintenance quality and customer satisfaction are analyzed. Through the research on the management mode of the primary repair rate of FAW-VW Co., Ltd, the paper analyzes the management mode of the primary repair rate, and puts forward some suggestions for optimization and improvement. Through the scientific development of promotion measures to ensure a steady increase in the rate of repair, and ultimately to improve brand customer satisfaction.
【学位授予单位】：长春理工大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F426.471

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