Study On Service Quality And Customer Satisfaction Of Automobile Maintenance Enterprises In Xi'an

With the flourishing development of the automotive industry in recent years,as an essential transportation tool,automobile is influencing and changing our life unconsciously.On the other hand,with the popularity of the automobile and internet,the consumers get to know more about automobile and auto industry.As a result,the consumers' expectations for automobile,especially the service quality after purchasing are more and more.Meanwhile,Auto aftermarket competition is gradually converting from the pursuing low costs,improving maintenance speed and amount to increasing customer satisfaction and rate of return.And one of the important factors to increasing customer satisfaction is service quality.Based on the research model on customer satisfaction degree at home and abroad,the paper researched a new model which applied to the paper itself.It has been verified that the model is not applicable to all service sectors after the study of the SERVQUAL five dimension of PZB service quality evaluation model,thus the paper focused on putting forward six dimensions 23 indexes of evaluation model about service quality of customer satisfaction in automobile 4s shop,and investigated several automobile 4s shops in Xi 'an at random as sample survey.QFD technology is a kind of intuitionistic analysis of customers' demand,transformation and spread.Its core ideas are "customer first","catching hold of origins" and "quantitative analysis",which conforms to the idea of meeting the customer demand as the goal and the concept of customer contact for conditions.Therefore,the paper uses the QFD technology and HOQ expansion method for the analysis of customer satisfaction assessment questionnaire results;and finally through the analysis,the customer satisfaction degree comes out;the problems existing are found and suggestions for the problems are given.