The Empirical Analysis Of The Relationship Between Automobile Maintenance Service Quality And Customer Satisfaction

With the development of automobile industry and increase of resident income, private-car ownership have grown rapidly, which play a leading role in growing automobile repairs and servicing industry vigorously. Meanwhile, with the fast-changing automotive engineering and more rationally and mature customer needs, the better vehicle maintenance service is needed. The competition of enterprises has changed from seek to reduce cost and speed to customer satisfaction overall. An important factor to increase customer satisfaction is service quality.The article use the method of combining theory with practice, combining qualitative analysis with quantity analysis and systematic analysis with empirical study, in order to explore the interrelationships between service quality and customer satisfaction. Use the research data of automobile repairs and servicing, carry on among the customers of the 42 vehicle maintenance and repair enterprises in Hang Zhou by random sampling, in addition to individual interviews. 204 valid samples were collected out of 240, and the recovery percent is 85%. Then build a model to the interrelationships between service quality and customer satisfaction, survey data analysis, to explore the interrelationships between service quality and customer satisfaction, exploring the interrelationships between maintenance frequency and customer satisfaction, repair frequency and customer satisfaction, analyzing the problems in automobile maintenance service, try to find a way how to increase service quality and improve customer satisfaction.The results provide important theoretical basis for the administration section of automobile repairs and servicing industry making policies, vehicle maintenance and repair enterprises finding a way to increase service quality and improve customer satisfaction.