KM汽车4S店售后服务质量管理研究

发布时间：2018-10-09 16:41

【摘要】：随着汽车行业的普及，汽车行业间的竞争力也越来越大。品牌及车型大量涌入汽车市场，顾客的选择性越来越多，市场也逐ki由卖方市场转变为买方市场。在这样一个激烈的竞争环境中，，而同质化日趋严重。作为集整车销售、零配件、售后服务、信息反馈四位为一体的汽车4S店,不得不把竞争重点从汽车的品牌、技术、价格转向售后服务。以此树立好的品牌形象，用更多的服务来增加销量。本文以KM汽车4S店为例。首先运用相关服务质量理论对其售后服务质量进行研究，如采用差距模型理论找出其服务质量衡量存在的五个差距，通过对其各个流程依次找出流程管理中的控制问题。然后根据分析得出的衡量问题，可以通过缩小五个差距，改进服务质量，提高客户满意度。最后根据控制问题，提出完善售后服务流程管理的改进策略。通过研究KM汽车4S店售后服务质量管理，对我国汽车行业的发展也有促进作用。
[Abstract]:With the popularity of the automotive industry, the competitiveness of the automotive industry is also growing. Brands and models poured into the automobile market, and customers' selectivity became more and more, and the market changed from the seller's market to the buyer's market gradually from the seller's market to the buyer's market. In such a fierce competitive environment, and homogenization is becoming more and more serious. As a whole car sales, spare parts, after-sales service, information feedback as one of the four car 4S store, have to focus on the competition from the car brand, technology, price to after-sales service. In order to establish a good brand image, with more services to increase sales. This paper takes KM 4 Shop as an example. Firstly, the quality of after-sales service is studied by using relevant service quality theory. For example, the difference model theory is used to find out the five gaps in the measurement of service quality, and the control problems in process management are found through each process in turn. Then according to the analysis of the measurement problems, we can narrow the five gaps, improve service quality, improve customer satisfaction. Finally, according to the control problem, the improvement strategy of improving after-sale service flow management is put forward. The research on the quality management of after-sale service of KM auto 4 s shop can also promote the development of automobile industry in China.
【学位授予单位】：四川师范大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F426.471;F273.2;F274

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