Research On The Influence Of Knowledge Transfer On Service Quality In Automobile Dealers

Along with the rapid development of China’s automobile industry and more and more fierce market competition, the automobile dealers have more opportunities and challenges. At the same time, the transformation of consumer consciousness and ideas from the quality to the quality and the service forces auto dealers to attach great importance to the management of the quality of service. In the era of knowledge economy, the enterprises gradually realize the importance of knowledge management. Only by managing knowledge transfer, can enterprises adapt to the economic development trend and get economic profits. Therefore,from the view of knowledge transfer, this paper discusses the relationship between knowledge transfer and service quality of auto dealers on the basis of previous studies.Firstly, the paper introduces the research background, research significance, research status at home and abroad. With the help of related literature at home and abroad, it designs the basic framework of this article, and expounds the research ideas, research contents and research methods. Based on the theories of knowledge transfer, employee competence and service quality, it regards employee competence as mediator, knowledge transfer as independent variable, service quality as dependent variable and constructs the theoretical model and puts forward the research hypothesis. Knowledge transfer has significant positive influence on employee competence. Employee competence has significant positive influence on service quality. Knowledge transfer has significant positive influence on service quality.Employee competence plays a mediating role between knowledge transfer and service quality.Secondly, through the questionnaire to collect data, SPSS21.0 shows the the reliability and validity is good. Then, it uses SEM to verify the research hypothesis. Knowledge transfer has significant positive influence on employee competence. Employee competence has significant positive influence on service quality. Knowledge transfer has significant positive influence on service quality. Employee competence plays a mediating role between knowledge transfer and service quality. Finally, from the perspective of knowledge transfer, it puts forward management advice to improve service quality on enterprise atmosphere, incentive mechanism, training system for auto dealers.