Research On After-sales Service Satisfaction Of Guangzhou Honda

CS(customer satisfaction) as the core concept of service marketing and customer relationship management marketing, require enterprise to know about the situation of customer satisfaction , use the voice of customer to improve the business to meet customer needs, improve customer satisfaction to achieve the competitiveness of enterprises improved. China's passenger car market has become increasingly fierce competition, Maker and dealer meet meager profits in automotive sales. As the increase in quantity, after-sales service market has become a new profit growth point. After-sales service on car as a typical service products, provide customers with the repetitive maintenance services, need CS to guide operators. Only through understanding CS and continuously improve CS, auto maker and dealer can reduce churn to increase after-sales service revenues.Guangzhou Honda despite entering the market earlier, also enjoyed a strong early returns,it is also facing the problem as growing the meager profit in auto sales, decline of CSI and churn serious. Guangzhou Honda need a whole set of methods to understand CSI and to improve CSI(customer satisfaction index).This article,refer to a large number of literature data and actual research on enterprises, using quantitative combined qualitative research methods, has solved the practical problems of Guangzhou Honda in the fall of CSI. First the article expound CS theory.And then, it analysis Guangzhou Honda's business environment for to determine competitors.Next,it analysis Guangzhou Honda's status and issue of after-sales service. According to the practical problems,it design the survey model of CS, Carry out the invetigation after-sales service satisfaction and comprehensivly analyze to the design.Finally it make the improvement strategy of CSI for Guangzhou Honda after-sales service.In this artice, I hope that this study can effectively improve Guangzhou Honda after-sales service satisfaction, and can provide for other passenger information to solve such problems.