| In China’s auto market, the volume of private car in 2014 is close to 140 million. In 2013, the number was 137 million. In the past 10 years, the volume of the private car is increased from 24 million to 137 million. It is 5.7 times of the volume of 2013. And it accounts for 54.9% of total vehicles in the market, which is 29.9% higher than the percentage of 10 years ago.In regards to such a big private car market in China, the after sales market includes car-wash, car-repairing, maintenance, car-beauty and auto-spray etc…, but the quality of service is uneven amongst the different car service providers. And also the 2nd trade of private car is hugely increased, how to identify the quality of second hand cars? It’s really hard to follow some rules. To meet the huge service demand of the after sales market, It is a very challenging job to provide satisfying service to the private car owners. In order to solve the information transfer between the car service and car owner’s requirements, the author studies to utilize the service platform to manage and realize the service demand of private car owners with the O2 O pattern and B2C(Web3.0) internet gene. Through the "Internet +" mode of thinking to improve the car- repairing and other aspects of quality of service and further enhance the service quality and efficiency.The thesis lists a series of issues in the after sales market from the perspective of after sales service platform based on Company C as the study case. How to ensure the quality of car maintenance offline is very important for user experience. The market for second hand car, from C2 B to B2 B to B2 C, it is not easy for an innovation enterprise to find a point to enter the market. The chain is long and hard to standardize. The current model is to cut the chain to pieces. The second car is sold to dealer, and there may be some trades between dealers, then sell the car to the next owners.By studying the principle of e-commerce/Mobile Internet platform, combing the application of platform, it brings new opportunity and business model to the traditional single channel and at the same time brings new energy to the after sales market. Through e-commerce platform, it solves the painful points of users, sticks the users firmly, and solves the quality issues and conflict of interests of offline stores. It connects all the segments to improve the efficiency and build the users size and brand effects.Based on the e-commerce strategy theory, mobile internet, O2 O, e-commerce operations theory and supply chain theory, combing the current after sales market development and platform operation, the thesis analyze systematically to find that the major problems of the auto after sales market is service quality and the right direction should to build a business platform with big user size and brandThe thesis consists of five chapters:Chapter one is the introduction, which contains the background, study purpose, the current researches that have done in this area, the innovative points, the study methodology and framework;Chapter two is the theory summary. It mainly describes the concept of auto after sales market, the platform of auto after sales market and the competitiveness analysis. It also introduces the current situation of China auto after sales market and major auto service model;Chapter three is to analyze the current market. It analyzes the classification of current auto after sales market and its corresponding service;Chapter four is to analyze the business platform of Company C. It introduces the basic structure of the platform and describes the platform operations in details. It analyzes the major issues that Company C is facing and discusses the root cause of these issues. At the same time, it specifies the important integration of goals and directions;Chapter five is to put forward suggestions to perfect the platform of Company C. It analyzes the root cause of current issues and impacting factors and specifies the necessary conditions for implementation.Chapter six is a conclusion to above chapters. It summarizes the business operations models of current auto after sales market. |
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