The Impact Of Service Quality Of 4S Shop On Customer Loyalty

In recent years,with the rapid development of the global automotive industry,China has become a major automobile production and consumption country in the world today.With the official downgrade of import tariffs on vehicles,the competition between domestic and foreign automakers has become increasingly fierce.As the main channel and carrier of automobile sales and display,automobile 4S shop has attracted more and more attention from automobile manufacturers.How to improve the service quality of 4S stores,how to improve customer satisfaction,how to maintain and enhance customer loyalty,increase market share and increase revenue is an important topic for auto manufacturers.Therefore,this study will conduct research on the relationship between service quality of automobile 4S stores and customer satisfaction and customer loyalty.This study builds a theoretical model based on a large number of existing literature.Taking service quality as an independent variable,customer satisfaction as a medium variable,and customer loyalty as a dependent variable,the relationship between service quality,customer satisfaction and customer loyalty of automobile 4S shop was discussed.Among them,the dimensions of service quality include: tangibility,reliability,responsiveness,assurance and care.This paper uses questionnaires and empirical analysis to explore how the service quality and customer satisfaction of automotive 4S stores affect customer loyalty.The research results show that:(1)the service quality of automobile 4S shop is positively related to customer loyalty;(2)customer satisfaction is the key factor that affects customer loyalty,and mediates service quality and customer loyalty.