The Application Study Of Service Quality Management In SG Automobile Corp

The automobile industry is developing very quickly in China in recent years. Now administrators spend most of their time on the quicken distribution, enlarge management scale, improve sales volume and ignore improving service quality, so the degree of consumer satisfaction is becoming lower and lower. However, some markets of the automobile will come into comparative satiation before long according to this increasing currentness coupled with the limitations of the city facilities and the cost. The volume of consumerism will decline, the higher and higher quality demand of the consumers will become more important. In this condition, the service quality of the manufacturer and the dealers will affect the purchase action of consumers. Not only affecting the first purchase actions of other consumers, this satisfaction degree will also affect the next purchase and even all their lives deeply. The administrators dawdle the resource of consumers maximally who ignore the service quality.Currently there has no any systematic theory on after-sales maintenance service in China, and it is evident that there is not any such domestic sedan manufacturer that can offer a service quality management system, which may really make customer satisfied. From the author's working experience in SG automobile sales service company, this thesis systematically analyzes many existing problems at the basis of current situation of after-sales service in automobile industry, then try to create a quality management model on after-sales service about automobile industry, which is applied to produce analysis on after-sales service of SG company accordingto the overall investigation about after-sales service of SG company in Chengdu. After that the author offers some advice for improvement of this companies' after-sales service.The first part of this thesis researches related theories on service quality management, and discusses the meaning of service quality, fundamental standards of experiencing service, factors of service quality, as well as the meaning and methods of service product improvable design.The following part proceeds analysis on current domestic after-sales service environment of automobile industry and corresponding tendency in the future, then finds out those key problems of domestic automobile representatives. After that the author try to create a model on after-sales maintenance service of automobile at the basis of related service quality management.In the third part of this thesis, the author analyzes after-sales service of SG automobile sales service company according to working experience and investigation in this company. Then a brand new process on after-sales service of automobile sales service company is designed based on that service quality management, which aims at improving customer satisfaction.The last part draws some conclusion, and points out the weaknesses in this thesis.