Quality Improvement Methods For Brand V Automobile's After Sale Services

With the increasingly fierce market competition in the automotive industry,the gross margin of the new car market is further compressed,and after-sales service will become the final decisive place for all automotive enterprises.V brand based on the parent company's excellent service quality management process,through long-term continuous improvement,accumulation,after-sales service has been partly affirmed by customers,but also exposed many shortcomings and problems.This paper studies how to measure after-sales service quality and find the methods to improve,an issue important but ignored in domestic researches.This study chooses V brand after-sales service quality as the research object,using the thinking of PDCA quality improvement in project management,to analyse the after-sales service quality of V brand and to put forward specific improvement methods.Firstly,it introduces the status quo of V brand after-sales service management,and combines the author's years of experience in this field,qualitative analysis of the problems and reasons in the management process.Then,in order to ensure the scientificity and rationality of this study,the SERVQUAL measurement model will be the basis for V brand after-sales service quality questionnaire design,implementation and data analysis.Through scientific means,the customer expectations and perceptions of V brand after-sales service quality are measured from five dimensions of reliability,responsiveness,assurance,tangibility and empathy.In depth analysis of the gap between the two,identify deficiencies and reasons.Finally,based on the data analysis and empirical research,combined with the author's six-year work experience in this field and the knowledge learned in ME for three years,this study will put forward specific strategies to improve after-sales service quality,which will provide some exploratory inspiration to V brand and other enterprises in the same industry.