Automotive Service Industry Service Quality Research On The Impact Of Customer Value

With the continuous development of the automobile industry, car services around the car the carrier and enterprise customers and the community to create significant value of various types of dynamic services, science and technology continue to progress and innovation, making the customer requirements in terms of products and services more To the higher, therefore, in the market to provide customers with products and services business to be invincible. This paper summarizes previous studies and absorption, based on the JG Motors Limited for the study to investigate the quality of service business impact on customer value, in-depth exploration vehicle service quality of service mechanism for the impact of customer value, thus Car service companies to provide direction for future development.By exploring the elements of the value of automotive services, to analyze the impact of factors on quality of service, and to explain the development of China's automotive service market situation and explore China's automotive service industry service quality and customer value, the correlation between customer satisfaction, Quality of service to be the impact on the mechanism of customer value.Through theoretical analysis of this construct four hypotheses, and using factor analysis and structural equation method to test this hypothesis constructed. In the empirical analysis, a questionnaire survey method, JG Motors Limited issued a total of 300 customers, 256 copies of questionnaires were collected, of which 226 valid questionnaires, the effective response rate was 75.3%, derived by factor analysis test data found The general idea of the reliability and validity. Finally, structural equation verify service quality and customer value, customer satisfaction, the direct impact, but also verify the quality of services the indirect impact on customer satisfaction.Results of this study show that the quality of service to customers by examining the value and the interaction between customer satisfaction, better service quality to explain the impact of customer value and quality of service mechanism for the impact of customer value, whereby the corresponding proposed Recommendations.