Research On Customer Satisfaction Of QMZX Auto 5S Store

With the transformation of the concept of the current consumer,auto service enterprises have sprung up,At the same time,more and more fierce competition is coming.in the face of such fierce competition,the after-sales service enterprises have adopted various measures to improve customer satisfaction To enhance customer perceived value.In this context,the traditional 4S shop based on the emergence of increased sustainability(Sustainability)5S shop,5S shop in the economic,environmental and social aspects of the three to achieve sustainable development standards.As a leading manufacturer of automotive after-sales service enterprises,QMZX car 5S shop in order to sustainable development in this economic development,we must pay more attention to its customer service satisfaction.In view of this,this paper uses the customer satisfaction model to study the customer satisfaction of QMZX 5S store in order to provide rationalization suggestions for its transformation and upgrading.Based on the summary and study of the classic customer satisfaction model at home and abroad,the QMZX car 5S shop customer satisfaction index measurement model is constructed based on the point of QMZX car 5S shop.Through the QMZX car customer satisfaction index model,the customer satisfaction evaluation has the feasibility and measurable quantitative evaluation,on the one hand through the customer satisfaction index calculation,to evaluate the QMZX car 5S shop customer satisfaction situation;On the other hand,through the model test,the satisfaction degree measurement model is verified by the questionnaire data of QMZX car 5S shop customer satisfaction.The study found that: QMZX car 5S shop customer service satisfaction score in general,70.96 points.QMZX car 5S shop customer service overall satisfaction index need to be further improved.(1)QMZX car 5S shop is too standardized service procedures,the staff's sense of service did not keep up with the pace of enterprise development,service attitude,quality of service is a gap,expectations and reality of the Drop caused by satisfaction is not high.(2)QMZX car 5S shop customers need to start from the customer's point of view around the staff service attitude,specialization,standardization and other dimensions need to further improve and strengthen.(3)QMZX quasi-militarized management approach,to a certain extent,the enthusiasm and initiative for the staff have some constraints,may cause some customers dissatisfaction.(4)At the same time QMZX car 5S shop main products and service objects relative positioning is relatively high,the relevant service procedures and fees paid due to a special financial management system,may cause electronic payment and other backward,also caused some customers dissatisfaction.Finally,the paper puts forward some suggestions on how to improve the customer service ability of QMZX 5S shop.Including: to provide customers with more value-added services;to create quality service level;to enhance their own products and services brand value;to provide customer service platform for the exchange;to enhance employee satisfaction.