Research On The Service Quality Management Of Auto After Sales

Nowadays China’s economy is in a "service economy era". With the rapid development of automobile industry in China, it has become an important pillar industry of national economy and welcomes its golden age. The after-sale service has been very essential to the auto industry and the service quality has been much importance to the consumers. Increasingly fierce competition in the auto market makes the manufacturers and dealers emphasize aftersales service and focus much more on aftersales service management, thus the service quality management of after-sales has become the key for the auto manufacturers and service provider to stand out in the fierce competition and become priority to develop its core competition advantage and gain sustainable development. Therefore, the study on the service quality of auto aftersales has great value and significance on the theory and practice.Based on this background and domestic situation, the paper analyses the latest situation of the aftersales services management in the automotive industry, and combining my current working experience and knowledge about the development of the aftersales service of China auto industry, I chose the aftersales service management of F Auto Company as my study example。Firstly, the thesis reviews the relevant theory of service quality home and abroad including auto service quality, and states the meaning of service quality, the fundamental standards of experiencing service, the factors of service quality, as well as the meaning and methods of service quality measurement。In the following part of this thesis, it described the general situation of F Automobile Company and its current situation of aftersales service quality management construction and content。Based on the CSI index system and questionnaire survey, it analyzed the current status of F company’ aftersales service quality result from the customer perceived service quality data, the investigation has exposed many internal management problems and evaluated the reasons of these existing problems o Then studied the approaches and countermeasures to improve and optimize the aftersales service quality management of F automobile enterprise。The last part draws some conclusions for the thesis, it points out the weaknesses of this thesis and looks forward to the development in the future. The thesis has guiding significance on improving the management level of service quality of auto after-sales and also has reference significance on improving the whole service quality level of auto industry.