Car Repair Business Service Quality Evaluation And Improvement Countermeasures

As the transportation's necessary service support, automobile maintenance industry plays an important role for its stability, sustainable and healthy development. How to improve the service quality level and achieve customer satisfaction has becomes the modern automobile maintenance enterprise's main goal. Only by scientifically evaluating the service quality you can find out the problems and the direction of improvement for the future. So this paper will research the evaluation model of service quality on the automobile maintenance enterprise's and its application.Firstly this paper analyses the actualities of the service quality in home and abroad and service quality evaluation theory etc., expatiates the development actualities and problems of automobile maintenance industry in China, especially describes the actualities of automobile maintenance industry in Jiangsu province. Secondly it establishes the evaluation model of service quality on the automobile maintenance enterprise and evaluates the service quality from the internal customers and external customers, and uses Grey fuzzy theory as assess method. Finally applying the evaluation model to a automobile maintenance enterprise of Nanjing, it analyses this enterprise's service quality actuality, discusses the correlation of the overall service quality and the customer satisfaction etc., and makes some advice. I hope that the research of this paper could offer some good references for the measurement of service quality of the automobile maintenance enterprise.