Research On Evaluation Technology Of Automobile Service Quality

In 2016, China's auto maintenance industry will exceed 700 billion yuan and maintain steady growth. Today's customer consumption pattern has shifted from "buy products" to "buy services", after-sales service will also become the main source of profits. Automotive manufacturing centers gradually shifted to customer service-centric mode. Customers pay more and more attention to after-sales service quality of service, including: automotive service after-sale service efficiency, service attitude,integrity, service maintenance personnel professional ability, etc., so the study of service after-sale service quality evaluation has important theoretical and practical significance.Based on the cooperative service data of the original automobile industry chain collaborative cloud platform, aiming at founding a reasonable after-sale service evaluation system for service provider, providing scientific and effective technical support to improve and enhance the after-sale service quality. The main study included the following:(1) Firstly, it introduces the current situation of the definition, connotation and theoretical development of service quality and the research status of domestic and foreign automobile after-sales service quality evaluation, and analyzes the existing problems of after-sales service and the evaluation of after-sales service quality. Finally,the needs analysis of the business function of participating user role in the After-sale service quality evaluation system.(2) Based on the business requirements of the research system, this thesis puts forward the overall solution of the after-sales service quality evaluation system based on the collaborative platform of automotive industry chain. The overall framework design, detailed function module design and database concept model, logical model and Important table structure design.(3) The Service quality evaluation system and evaluation model are researched and designed. In-depth study and comparison of several common evaluation algorithms,the TOPSIS fuzzy comprehensive after-sales service quality evaluation method based on rough set theory and multi-user network analytic hierarchy process (ANP) is proposed and compared,using the rough set Theory method to calculate the objective weight of indicators, using multi-user ANP method to determine the subjective weight of the index, and then comprehensive subjective and objective weights, using the comprehensive evaluation method and TOPSIS ideal method to obtain the final evaluation analysis result and the service quality evaluation model is verified by KM service provider case.(4) Develop and realize the main function module of the after-sales service quality evaluation system, and elaborate the detailed realization of the key function technology in the system Finally, the main work of the thesis is summarized and forecasted.