Automobile Sales & Service Company Customer Satisfaction Measurement Research

At present, companies are entering a "customer satisfaction" as the center of the operating age, be able to make customer satisfaction in the consumer obtained in the course is that an enterprise will be its own products and services into revenue and profits, in the competition to obtain a more competitive advantage of the key. From the current experience at home and abroad and effectiveness point of view, to carry out customer satisfaction measurement to improve product quality and operating performance and standardize the market order plays an irreplaceable role. Customer Satisfaction Measurement as a new type of economic quality indicators, not only widely used for product quality and service quality assessments can also be applied to performance evaluation of enterprises can also be used to describe the macroeconomic situation in the country. Therefore, customer satisfaction measurement, will be more and more attention and application, become a measure of product quality and service quality as a comprehensive index as a measure of business performance indicators of efficiency, but also will become a measure of national economic performance quality and trends in a new social indicators。In this paper, customer satisfaction evaluation system through the general nature of research, analysis of the constituent elements of customer satisfaction measurement system to explore the construct of customer satisfaction measurement model of the basic principles. Secondly, the characteristics of the automobile industry, competitive environment and competitive factors are described, analyzed the automotive industry, China's current status and shortcomings, especially for automobile sales service enterprises conducted a more in-depth analysis and discussion. Third, customer satisfaction measurement with a common basic model, build a car auto sales service-specific customer satisfaction measurement models, methods of assessment. Finally, according to Changan Automobile Sales Co., Ltd. Jiangxi Yanxing customer satisfaction evaluation system and the status quo, were analyzed Automobile Sales & Service Company Customer Satisfaction Measurement System of existence of the problem, a corresponding improvement methods and improvements.