Research On Optimization And Model Of Custom Satisfaction In Automobile4S Enterprise

Auto service has become one of the important ways of national economy.Automobile sale is a rapid growth in China recent years. The lever of serviceand sales are not very consistent in different automobile4S shops. To improveservice in4S shops as the purpose, customer satisfaction as the way of thisdissertation, the satisfaction model is constructed. The perfect degreeimplementation of4S shops are evaluated in each part of sale and service.Finally, to optimize sales and service level is completed.To extract parameters model of customer unsatisfied reasons, byinterviews and expert’s reference, it takes automobile4S enterprise customersatisfaction as the first-level indicators. The18indicators of customersatisfaction measurement index of and20service satisfaction evaluationindicators are decomposed. The4S shops service customer satisfactionmeasurement system is formed, which shows the customer satisfaction of4Senterprises. Meanwhile, to outline the customer satisfied degree of theautomobile itself, the product indicators are still needs to review. In viture ofthe three-level indicators are taked as practice problem items. The4S shopcustomer satisfaction measurement system is formed. By collectingconsumer’s perceptions of the problem, a different score from1to10is given.Respectively, each indicator is given as quantitative evaluation. Finally,according to the characteristics of the domestic4S shop, a questionnaire isdesigned. Collected data is within the scope of Xi’an. By the statisticalsoftware investigators, the personal information, questionnaire reliability andvalidity are examined, which ensures the indicators are reasonable andrational, scientific and accurated. Data markable obtained is distincted bysoftware of SmartPls, It indicates that the most significant affectingdissatisfied and the general factors, and they are sorted.Finally, by analysis above, to improve present domestic4S shopsmanagement status, to better manage strategies, the item needed perfected are:Enhancing brand vision, pay attention to employee level service promotion;Cut down the price; Speed the service response; Improve the serviceenvironment and facilities; Strengthening technical skill; Pay more attentionto personalized needs; To enhance overall service management etc.We hope this paper could give some beneficial reference to auto4S shopsin the designated marketing strategy with the accomplishment of sales andafter-sales service...