The Analysis And The Develop Strategy Research Of After-sales Service Of Automobile In China

During the last few years, the fast development of our country automobile industry requests the after-sales service of automobile to develop forward sound and fast, the reasons are as follows: As the automobile products enter the family massively, the demand of after-sales service of automobile will grow sharply; The speed of automobile sale slows down and the profits reduce, which cause many enterprises to join in the after-sales service of automobile, because it is just started, the threshold is low, it can supply many market opportunities and profit space; A lot of overseas after-sales service organizations of automobile emerge in our country, which effects our native automobile after-sales service industry, so it is necessary for our native automobile after-sales service enterprises to enhance the service ability; The financial crisis in 2008, has had an influence on the automobile industry, in order to enhance the market competitiveness, the after-sale service is an important way without doubt.But after-sales service of our country is still in its infancy, which has many drawbacks. In view of this question, the paper uses the methods such as literature research, comparative analysis and mathematical model, points out the problems of automobile after-sale service in our country, proposes develop strategies to perfect automobile after-sale service from automobile producer's angle. The develop strategies includes three aspects which have more problems and much space of improvement. The three aspects are: improve the after-sales service network of our country; manage the market of spare parts; carry customer relationship management based on customer loyalty. Then, the paper elaborates the details of the three aspects: To bring the service network to become effective, it must be fulfill the following jobs well, such as the network size determination, the geography layout, dealer's choice as well as the network management; It proposes two flows of the spare parts in the after-sales service: the supply of the spare parts and the dispatch of the service, and also makes a science forecaston the spare parts using the mathematical model GM(1,1); The goal of the after-sales serviceis to manage the customer loyalty, therefore it must be carried on the customer relationship management based on the customer loyalty, the paper also points the main point when put the system of customer relationship management into practice. The analysis indicated that: the paper points out the problems of the automobile after-sales service and the develop strategies to perfect it, which sum up the successful experience of the domestic and foreign automobile after-sales service and meet the market demand, and it plays an important role in perfecting the automobile after-sales service of our country.