| As China strides forward from a big automobile country to a powerful automobile country,the quality requirements of automobile are higher and higher.Automobile quality is a systematic project,including automobile brand,customer experience,after-sales service quality,etc.,which can be divided into hard power and soft power of automobile quality.With the continuous improvement of technical level,customers have higher and higher requirements for the soft power of automobile Zhilian.For automobile sales enterprises,after-sales service quality has become an important indicator to measure its level.On the basis of intelligent service level,consumer service experience quality,innovative service and after-sales service quality,this study constructs a theoretical model of "intelligent service level innovative service quality after sales service",puts forward research hypotheses,and designs relevant scales on the basis of the research of relevant scholars,and obtains the data through questionnaire survey According to,the model is tested.Intelligent service level is positively correlated with after-sales service quality,intelligent service level is positively correlated with service innovation,service innovation is positively correlated with after-sales service quality,service innovation plays an intermediary role between intelligent service innovation and after-sales service quality,consumer service experience quality plays a regulating role in service innovation,and consumer service experience quality plays a role in after-sales service quality It plays a regulating role.Finally,the paper puts forward the strategies to improve the after-sales service quality of automobile sales enterprises from five aspects of tangibility,reliability,responsiveness,assurance and empathy,and suggests that automobile sales enterprises should pay attention to the improvement of intelligent service level,service innovation and consumer service experience. |
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