汽车行业投诉管理及顾客满意影响因素研究

发布时间：2017-12-28 17:37

  本文关键词：汽车行业投诉管理及顾客满意影响因素研究　出处：《上海交通大学》2014年硕士论文　论文类型：学位论文

  更多相关文章： 顾客投诉 投诉管理 顾客满意 Logistic回归 服务质量

【摘要】：企业之间的竞争就是对顾客源的竞争,忠诚的顾客是企业竞争力形成的基础。在市场竞争力度日渐剧增的情况下,越来越多的企业,包括汽车行业,开始意识到顾客投诉管理带来的诸多益处,及提高顾客满意度的重要性。现有的对投诉管理的研究比较集中在酒店、电信、医院等行业,所以本文针对汽车市场环境,对投诉管理体系及投诉处理满意度的影响因素做了深入研究。无论在理论上还是实践意义上,对顾客投诉管理的研究都具有一定意义。研究的主要内容如下:首先回顾了关于顾客投诉管理的理论概念,其次对中国汽车行业的投诉管理基本特征做了简要的介绍,并进一步强调了汽车行业顾客投诉管理的重要性。接着以上海市A汽车公司为研究对象,重点分析了该企业与其4S店形成的顾客投诉管理的闭环系统,并据此提出了相应的改进措施,为同行的其它企业提供了一个可借鉴的典范。最后,在深入分析顾客对投诉处理满意影响的基础上,建立了分析假设模型。利用上海市消费者保护协会提供的汽车行业的投诉数据及二项logistic回归的运用,对假设模型进行检验,从而得出最终影响顾客对投诉处理满意的因素研究结论。在此结论的基础上,为汽车企业顾客投诉处理的完善提供有益的建议。
[Abstract]:The competition between enterprises is the competition for the source of the customer, and the loyal customer is the basis for the formation of the competitiveness of the enterprise. With the increasing market competition, more and more enterprises, including the automotive industry, begin to realize the benefits of customer complaint management and the importance of improving customer satisfaction. The existing research on complaints management is concentrated in hotels, telecommunications, hospitals and other industries. Therefore, in view of the automobile market environment, this paper makes in-depth research on the influencing factors of complaint management system and complaint handling satisfaction. Both in theory and in practice, the research on customer complaint management is of certain significance. The main contents of the research are as follows: first, we reviewed the theoretical concept of customer complaint management, followed by a brief introduction to the basic characteristics of complaints management in China's auto industry, and further emphasized the importance of customer complaint management in the automotive industry. Next, taking A Automobile Company of Shanghai as the research object, the closed loop system of customer complaint management formed by the company and its 4S store is emphatically analyzed. Accordingly, corresponding improvement measures are put forward, which provides a reference for other enterprises of the same industry. Finally, on the basis of in-depth analysis of customer satisfaction on complaint handling, an analytical model is established. Using the complaint data from the Shanghai Consumer Protection Association and the application of the two logistic regression, we test the hypothesis model, so as to draw the conclusion that the final influence factors on customer satisfaction with complaint handling is the conclusion. On the basis of this conclusion, it provides useful suggestions for the improvement of customer complaint handling in automobile enterprises.
【学位授予单位】：上海交通大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：F274;F426.471
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本文编号：1346807