A客车售后服务体系研究

发布时间：2018-01-11 23:25

本文关键词：A客车售后服务体系研究　出处：《安徽大学》2014年硕士论文　论文类型：学位论文

【摘要】：进入21世纪后,我国客车产业获得了快速发展的机会,现阶段客车行业市场竞争激烈,集中度不断攀升,企业在产品研发、制造技术等方面都有长足的发展,生产方式日益精益,制造环节的成本节约潜力基本降到最低点,对企业来说要想开发新的利润增长点,生产厂家必须在客车服务消费上大动脑筋。同时,消费者在进行消费时,除了看中产品的过硬的质量外,更看重产品的附加价值,在产品的售后保养、专业维修等方面都提出了更高的要求,这也使得各个生产厂家想要在激烈的市场竞争中占据一席之地,就必须在保证产品质量的同时提升自己的售后服务品质,解除客户的后顾之忧,提高顾客对产品的满意度和忠诚度。本文在介绍我国客车企业现阶段的发展状况及售后服务的现状的基础上,以A客车企业为例,分析该企业的售后服务体系,包括特约服务站、服务组织、服务内容、服务政策。调研发现该企业目前的售后服务体系中存在的问题及原因,包括对服务网点管理制度不规范细致,服务流程不够完善；服务网点布局的缺陷导致现场救援的滞后性；缺少复合型技术人才,售后服务水平不高；对客户的管理关系比较薄弱,客户的满意度不高；售后服务人员的态度差、车辆维修周期长,影响客户的满意度。最后提出优化A客车企业售后服务的策略。
[Abstract]:Since 21th century, the bus industry of our country has obtained the opportunity of rapid development. At the present stage, the market competition of the bus industry is fierce, the concentration degree is rising, and the enterprises have made great progress in product research and development, manufacturing technology and so on. With the increasingly lean mode of production, the cost saving potential of manufacturing links has basically dropped to the lowest point. To develop new profit growth points for enterprises, manufacturers must make great use of their brains on bus service consumption. At the same time, consumers in the process of consumption, in addition to the excellent quality of products, more attention to the added value of products, in the after-sales maintenance of products, professional repairs and other aspects have put forward higher requirements. This also makes the manufacturers want to occupy a place in the fierce market competition, we must ensure the quality of products at the same time to improve their after-sales service quality, to remove the worries of customers. Improve customer satisfaction and loyalty to the product. On the basis of introducing the present development situation and after-sales service status of passenger car enterprises in China, taking bus A enterprise as an example, this paper analyzes the after-sales service system of this enterprise, including special service station and service organization. Service content, service policy. The research found that the enterprise's current after-sales service system problems and reasons, including the service network management system is not standardized and meticulous, service flow is not perfect; The defects of the layout of service network lead to the lag of rescue on the spot; Lack of complex technical personnel, the level of after-sales service is not high; The customer management relationship is weak, customer satisfaction is not high; The attitude of after-sales service personnel is poor, the vehicle maintenance cycle is long, and the customer satisfaction is affected. Finally, the strategy of optimizing after-sales service of A bus enterprise is put forward.
【学位授予单位】：安徽大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：F426.471;F274

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