Research On The Improvement Of Service Quality And Operation Ability Of Automobile Dealers

With the continuous improvement of people’s income in China,the automobile has long been as a consumer goods into thousands of households,in the face of the huge consumer market,engaged in vehicle sales（Sale）,spare parts（Sparepart）,information feedback（Survey）and after-sales service four-in-one 4S stores,in the year 2000 began to appear like springing up all over the country,Most car dealers focus on the（Service）"four-in-one"franchise model of vehicle sales（Sale）,spare parts,after-sales service and information feedback（Survey）to provide customers with value-added services in the"post-market".After nearly 20 years of development,^[1]with the increasing number of cars,4S store business model and service form is gradually changing from the seller’s market to the buyer’s market,for car dealers,how to continuously improve service quality and operation management capacity to attract customers to store consumption has become a very valuable research topic.In this thesis to improve the quality of service and operation management capacity,increase customer satisfaction-related theory as a guide,combined with the Beijing S District,a Beijing Hyundai 4S store（company name:Beijing Quartet Pengcheng Automobile Sales Service Co.,Ltd.）work status quo,the car dealers by improving the quality of service to increase profitability of a systematic discussion and research.First of all,the information and data provided by the physical library and network database as the basis for study and research,summarize and expound the concept and connotation of automobile 4S store operation service,theoretical analysis of the car 4S store operation,service construction of the theoretical requirements and research significance.Secondly,through learning the operation and service experience of automobile dealers in other countries,the analysis and summary will be refined to improve the operation,service capacity of the enlightenment role.Third,to Beijing S District,a Beijing Modern 4S store as the research object of empirical research and summary analysis of the current Beijing S District,a Beijing Modern 4S store in the business work of the problems,such as customer satisfaction needs to be improved,how to reduce after-sales customer turnover,how to better attract customers into the store to achieve increase dissales of new cars,improve after-sales maintenance output value.Finally,combined with the research data and the current situation of Beijing Hyundai 4S store in Beijing S District,according to the actual work of the specific operation and service problems,to find a solution to the problem.