A Study On The B 4S Store’s Service Improvement

With the improvement of people’s living standards,family cars have gradually become an indispensable part of people’s lives.Especially in recent years,China’s automobile industry has developed rapidly and has become an important industrial pillar of the national economy.The competition in the automotive market is increasingly fierce.In this market environment,the profit of auto dealers in the sales of new cars has been declining year by year.After-sales service has become a key link for auto dealers to stand out in the fierce competitionIn this paper,b car 4s shop is selected as the main research object,and the after-sales service process and actual operation are analyzed.The main difference is the gap in the quality of after-sales service.In the paper,the customer’s service expectation and service perception gap in the after-sales service process is borrowed from the pzb service quality model,and then the system analysis is carried out according to the characteristics of the 4s storeThis paper first reviews the relevant theories about service quality and after-sales service at home and abroad,and refers to a large number of literatures to compare related research.At the same time,based on the servqual scale,the after-sales service quality questionnaire was analyzed,and the current situation of after-sales service of the automobile 4S storwas analyzed.The final results were tangible,reliable,responsive,guaranteed,caring and professional.Six dimensions,21 quality evaluation indicators of the automobile 4S stors after-sales service quality evaluation system,and calculated the service quality score of the B automobile 4S stors.The data analysis results in the questionnaire show that the automobile 4S stor has problems such as unsatisfactory service response,insufficient professionalismofpersonnel,indistinct customer care differentiation,and questioning of service integrity.In response to the above problems,this paper proposes a solution to optimize the service process to improve response speed,strengthen professional training to improve service capabilities,reflect differentiated customer care activities,and reflect customer differentiation and increase customer care activities.This research has guiding significance for the improvement of the after-sales service quality of the automobile 4S stor,and also has reference significance for improving the profit maximization of the automobile 4S stor.