After-Sales Service Customer Satisfaction And The Key Performance Appraisal Index Study Of Automobile Maintenance Advisor

In recent years, as China’s auto market is becoming more and more mature, after-sales service market is gradually replace car sales market, become the main profit source of the auto industry. However, the present stage our country automobile after-sale service maintenance personnel quality is low, the service customer satisfaction decline year by year, the customer the rising discontent to after-sales service and maintenance personnel, how to eliminate the customer dissatisfaction, targeted to improve after-sales service and maintenance personnel from the perspective of customers performance has become an automobile industry first to solve the problem. Induction as a result, this paper through the literature on performance management related concepts and auto after-sales service customer satisfaction model, index of comb, secondly determine the customer’s perspective of departmental KPI for after-sales service customer satisfaction, and establish the maintenance time and maintenance of quality, price, maintenance personnel and environment facilities as the independent variable, to after-sales service to customer satisfaction as the dependent variable of automotive after-sales service customer satisfaction influence factor model, and through the questionnaire method and related statistical methods for company M vehicle as the research object to test the model, it is concluded that the customer perspective under the different impact factors of different important degree. Again, on the basis of the results of the study of extraction and after-sales service maintenance personnel responsibilities related to after-sales service customer satisfaction influence factors as after-sales service maintenance personnel post KPI, using the method of expert assignment for its weight assignment, build after-sales service maintenance personnel key performance appraisal system. Finally, according to the results of the study puts forward improvement strategies, auto after-sales service maintenance personnel performance appraisal will provide effective optimization strategy.