Research On KM Auto4S Shop Service Quality Management

In recent years, with the rapid development of China’s automobileindustry, car sales channels as well as car service supply chain core business, auto shopsalso increased the number significantly in recent years. With the growing number ofbrands and models, the automotive market has developed from a seller-by-step into abuyer’s market. In terms of the highly competitive automotive sales and service industry,focusing on vehicle sales, spare parts, service, survey of feedback as one set, auto4Sshops had to compete on from the car brand, technology, price to sales service in orderto share in the market as one seat position.In this paper, taking KM auto4S shop for example, the author used on-siteinvestigation, data analysis, comparative analysis, application service quality gap modelof management theory. Accordingly, KM Automotive service quality factors, serviceprocesses, service recovery were analyzed, trying to improve methods and measures forquality of service.