车联网企业On公司客户满意度提升策略研究

发布时间：2018-03-12 12:22

本文选题：车联网　切入点：客户满意度　出处：《西南交通大学》2017年硕士论文　论文类型：学位论文

【摘要】：2009年开始,车联网概念第一次引入中国。以通用汽车为标志的主机厂将在美国运营超过15年的车联网业务在中国落地。经过7年的发展,车联网业务几乎覆盖所有汽车品牌。随着国家"智能交通"政策的出台,无论是合资品牌,还是自主品牌以及互联网公司,通信运营商都在发展自己的车联网业务,提供各种车联网服务。车联网服务也越来越成为客户进行车辆购买和使用的标准配置,客户对车联网服务内容的需求也越来越多,服务品质要求也越来越高。车联网公司的客户满意度提升的任务也越来越重。本文以车联网企业On公司为研究对象,首先,通过对车联网企业的行业发展和客户满意度的研究,针对On公司的客户分类,客户使用习惯,产品功能,服务品质等通过电话回访和座谈面对面的形式进行客户满意度调查。其次,收集和分析On公司的客户满意度调查数据,找到目前客户对On公司的满意度的优点和不足,同时提出客户满意度提升的策略。最后,提出客户满意度提升的具体措施,从客户对On公司品牌认知,服务内容,后台服务品质,客户沟通和新业务发展进行客户满意度提升的设计,帮助On公司提升客户满意度,培养客户的忠诚度。客户满意度是对On公司作为车联网服务型公司的重要指标。只有客户满意度提升了,客户的使用习惯不断地固化,使用频率进一步提升,才能确保On公司帮助主机厂多卖车,自身服务续约水平提升,进而盈利力提升。
[Abstract]:In 2009, the concept of car networking was introduced to China for the first time. A mainframe factory marked by General Motors will operate in China for more than 15 years in the United States. With the introduction of the national "Intelligent Transportation" policy, both joint venture brands, independent brands and Internet companies, telecommunications operators are developing their own car networking business. Provide a variety of vehicle networking services. Car networking services are increasingly becoming the standard configuration for the purchase and use of vehicles by customers, and the customer demand for the contents of the vehicle networking services is also increasing. The requirement of service quality is also getting higher and higher. The task of improving customer satisfaction is becoming more and more serious. This paper takes on the automobile networking company on as the research object, first of all, through the research on the industry development and customer satisfaction of the automobile networking company. According to customer classification, customer usage habits, product function and service quality of on Company, customer satisfaction survey is carried out by telephone return visit and face-to-face discussion. Secondly, the customer satisfaction survey data of on Company are collected and analyzed. Find out the advantages and disadvantages of customer satisfaction to on company at present, at the same time put forward the strategy of customer satisfaction promotion. Finally, put forward the specific measures of customer satisfaction promotion, from customer to on company brand cognition, service content, Background service quality, customer communication and new business development to improve customer satisfaction design to help on improve customer satisfaction, Customer satisfaction is an important indicator for on as a networked service company. Only when customer satisfaction is improved, customer usage habits are constantly solidified, and the frequency of use is further increased. In order to ensure that on to help the host plant to sell more cars, their service contract level to upgrade, thereby enhancing profitability.
【学位授予单位】：西南交通大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：F274

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