Research On Competitive Factor Which Impact On Customer Satisfaction Of Spare Parts Manufacturer In China Auto Aftermarket

With the development of the automobile industry, automobile numbers used in nowadays society are increasing very rapidly, a huge market of automobile after market emerge, and which will drive fierce competition in the future and service parts are the most biggest parts in this area. Currently, the competition between companies has developed dramatically. It is worthful to study how to improve the competitive capability and raise up customer satisfaction. During the study, we try to use literature research、interview、participatory observation in order to consolidate and filter sort the measurement indicators which impact on final customer satisfaction. And we could found that based on empirical research methods, basically there are four competitive factors which impact on customer satisfaction like enterprise resource、element of competitiveness、the survival and sustainable development ability、market competitiveness. And mostly important one is enterprise resource. The purpose of this paper is to help companies in china automotive aftermarket to know which competitive element is in their area to be concerned.