Research On Automobile Satisfaction Based On Fault Frequency

With the continuous expansion of the pace of reform and opening up,China’s economic development and the improvement of national living standards,the car has returned from its original luxury goods to its essential attributes-the means of transport.The basic orientation of the market economy is the customer.Only by winning the user can the market share be guaranteed,and customer satisfaction is the final evaluation standard of the product.In the case that car companies should maintain their own advantages,strengthen the weak links and completely resolve customer complaints.Customer satisfaction assessment is the best way to understand the positioning of the company itself in the market.However,due to the late start of domestic satisfaction research,the depth and breadth of research are still lacking.After studying the status quo of satisfaction assessment of the domestic and international automotive industry,this paper summarizes the definition of customer satisfaction and customer loyalty and related theories,and analyzes the mainstream customer satisfaction measurement model at home and abroad,and finds long-term satisfaction of China’s automotive industry.In order to study the shortcomings of the degree of evaluation,the purpose of establishing a long-term customer satisfaction model based on reliability theory is proposed.The main research content of this paper is based on the Sagitar brand car as an example,according to the establishment principle of satisfaction index system to build a satisfaction index system,with the overall satisfaction of the car as the first level index,combined with the reliability theory to select eight representative indicators of customer focus as the second level index;Based on the theory of customer loyalty,the recommendation of customers to products is selected as the standard to measure customer loyalty,and the satisfaction index system is used as the basis to design the questionnaire.Questionnaires were sent out for satisfaction survey,and the recovered data were analyzed structurally.Then the reliability of the recovered samples was checked by calculating validity and reliability.The satisfaction model is calculated by multiple linear regression theory,and the weight of each index in the overall satisfaction model is obtained.Then,the correlation of each variable was analyzed to meet the precondition of principal component analysis.Three key factors were extracted for customer satisfaction,namely,fault hazard factor,fault time factor and fault mileage factor.Using the theory of hypothesis analysis was carried out on the key factors of customer loyalty and satisfaction corre lation assumption,to establish the regression equation,and use the goodness of fit,partial regression coefficient significance test,the regression equation of significance test test test means,it is concluded that the hypothesis is discussed,the conc lusion that the key factors of customer satisfaction to customer loyalty correlation is related.According to the key factors extracted from the automobile reliability engineering and fault maintenance respectively put forward to improve the long-term satisfaction of automobile related opinions.