The Study Of Automobile Financial Service Quality Evaluation System In China

Automobile Finance is one of the most important keys to start up the social consuming. While the auto market is rapidly growing, there are only about 10% of customers using a loan to afford a car in the whole auto marketing in China; however, this ratio achieved at 85% in the USA. Obviously, the Automobile Financial Service in China is lagging behind that in American. At the same time, abundant of potential opportunities are exploitable in auto credit market. Also, the service system didn't produce a marked effect both in the auto consuming and in the auto manufacturing.On the background of the international economic crisis, develop and make the Automobile Finance being flawless is more important than ever before. As a matter of fact, the competition between automobile financial companies is the competition of service levels. In these companies which offer financial services, the quality and efficiency of auto financial service are two significant features to measure weather the firms have the ability to survival or not. As a result, the quality of Automobile Financial Service has become one of an important subject matter for many experts to research on. So, confirm the standard of Automobile Financial Service, and establish the Quality Evaluation System of Automobile Financial Service is extremely important in China automobile marketing.According to modify the original SERVQUAL system, this article produced the measurement of Evaluation System, which estimates the Automobile Financial Service Quality in China. Moreover this system includes six dimensionalities and eighteen guidelines based on which survey is designed to investigate the service quality in Chinese Automobile Financial market, and to bring forward hypothesis testing.This article uses the Delphi Method to filtrate the questionnaire of evaluation guidelines. Also, by giving survey for market investigation, and using evaluation system for average analysis, it concludes the relative importance of the six features in estimating Automobile Financial Service market in China, and also figures out where the shoe pinches are in improving Automobile Financial Service. Nevertheless, by using multiple regression method and the independent samples T test to verify hypothesis testing, and work out the marked difference between "Perception" and "expectations" exist in consumers by using statistical methods through all the evaluation indexes. Finally, find out the places where need to be improved in the financial services industry.To sum up, according to the analysis result of Automobile Financial Service, the article provides some considerable suggestions to where it needs to be improved.