2021年客户满意度.doc

汽车4S店服务质量对用户满意度影响
摘 要
伴随经济连续稳步增加，大家生活水平也有了一个质飞跃，汽车已成为一个日常消费品，进入了平常百姓家。和此同时，汽车4S店如雨后春笋般不停涌现，伴随汽车品牌及车型不停增多，汽车市场总来说是供大于求，车市市场由以前以供给商为主导卖方市场转变为现在已消费者为主导买方市场，汽车行业竞争也逐步由产品和价格竞争转变为服务竞争。而在这其中，4S店作为连接汽车生产和销售关键桥梁和主流渠道，服务质量则是其追求全方位用户满意关键原因。故此，对汽车4S店服务质量和用户满意度关系进行实证研究有着突出现实意义。
本文在大量文件阅读、网上资料搜索基础上，将定量分析方法利用到4S店中，设计出针对4S店发展情况服务质量五维度调查问卷，并对所采集数据进行综合分析，最终就研究结果提出有效提议，并提出针对性强而行之有效提升和改善策略。
关键词：汽车4S店；服务质量；用户满意度；改善策略
The Impact of Auto 4S shops’ Service Quality on customer Satisfaction
Abstract
As the economy continued to grow steadily. People’s living standard has been a qualitative leap in the eyes of the people, the car has become a daily consumer goods, into the ordinary people’s home. At the same time, auto 4S shops such bamboo shoots after a spring rain like emerge, as the car brands and models of increasing, car market in general oversupply
by the previous supplier change led to a seller’s market now consumer led a buyer’s market. The competition of auto industry is also gradually changed from product and price the competition of service. And in this one, 4S shop as the main bridge of automobile production and sale and the mainstream channels, service quality is an important factor in the pursuit of a full range of customer satisfaction. Therefore, an empirical study on the relationship betweenservice quality and customer satisfaction in automobile 4S stores has highlighted the practical significance.
Based on extensive literature reading, online information search, the quantitative analysis method is applied to the 4S shop, we design a questionnaire based on the development situation of 4S branch of the 5 dimensions of service quality, and make a comprehensive analysis of collected data, the result put forward effective suggestions, and put forward the pertinence effective important strategy.
Key words: Auto 4S shop; Service quality; Customer satisfaction; Improvement strategy