Research And Improvement On After-sales Service Quality In A Company

Automobile after-sales service is an important component of the modern automobile enterprise service,completes the after-sales service, It's not just about product quality,integrity,more can relationship to customer satisfaction. China's automobile after-sales service is at the early stage of development, and related standard has not been established. How to stand out in the market,enhance the competitiveness of enterprises,enhance customer satisfaction has become the focus of the major manufacturers.And with the development of service industry division of refinement,consumer demand for the service standard is also more and more strict, in the automobile after-sale service,can provide a better quality of service to customers,can increase the market in the car market,therefore,find out the management problems in the automobile after-sale service and improve it, it's one of the important factors to get customers.Through Quality Function Deployment(QFD) theory and method of research, application in the automotive after-sales service quality improvement,combined with the support of service operation management theory and the service quality evaluation methods,Through analyzing the present situation of the automobile after-sales service of A company, collect customer demand information and establish the quality house model based on the customer's requirement. The customer demands conversion for customer satisfaction index, according to the results of the customer satisfaction survey, combined with QFD model building process derived from the importance of customer requirements,comprehensive analysis, find out the gap between the after-sales service customer perception of service and customer expectations, provide some help for the development of the automobile after service industryBased on the research conclusion some improvement measures are put forward on the auto after-sales service,by perfecting the service quality of automobile after-sale service,improve customer satisfaction and to evaluate the effect of the improvement,enhanced the service quality of company A is determined.