Research On Improvement Strategy Of After-sales Service Of JH Dongfeng Nissan 4S Store

Since 2004,China has promoted and implemented the automobile industry development policy,the automobile industry has developed in a "blowout" way.The sales volume of new cars is increasing year by year,followed by the significant increase of car ownership and the continuous expansion of the car after-sales service market.Compared with the new car sales market,the automotive aftermarket has a wider market scope and a larger profit margin.In the automotive after-sales service market,who can improve the overall level of after-sales service and the quality of after-sales service through effective management measures,can stand firm in it.Nowadays,automobile after-sales service has been valued by 4S stores of all brands.JH Dongfeng Nissan 4S store has been established for 4 years,and its Dongfeng Nissan brand franchise store is a large local franchise store.Based on the research on the management system of the after-sales service department of JH Dongfeng Nissan 4S shop,this paper analyzes the after-sales service data,after-sales service process and customer relationship management,and points out the service quality,service process,personnel structure and problems in customer relationship management in the management system of the after-sales service department of JH Dongfeng Nissan 4S shop,combining with the relevant definitions of the after-sales service,The Gaps Model of Service Quality and the service related theories.Then using the relevant theories and combining with the actual situation,the paper puts forward the Countermeasures of improving the after-sales service quality,improving the after-sales service process,formulating the talent management mechanism of the after-sales service department,strengthening the customer relationship management,etc.,so as to improve the after-sales service management level and the after-sales service quality of JH Dongfeng Nissan 4S store.Finally,the author hopes to provide reference for the improvement of after-sales service of domestic automobile 4S stores by studying the management countermeasures of after-sales service department of JH Dongfeng Nissan 4S store.