郑州别克汽车售后服务顾客满意度实证研究分析.doc

郑州别克汽车售后服务顾客满意度实证研究 摘要: 随着经济的发展，人们的生活水平不断提高，消费的需求也不断上升，越来越多的国外的私家汽车进入了了中国市场，汽车产业高速发展，为人们的生活水平提供了便利。汽车，尤其是高档汽车，不仅是一种交通工具，更成为一种身份的象征，成为人们生活中不可缺少的一部分。汽车市场日渐成熟的同时,汽车消费也日趋理性。产品质量与售后服务等因素将直接影响人们的选择意向。在激烈的市场竞争环境下，要想获得更多优势，售后服务至关重要，所以有必要进行顾客满意度分析研究，来提高企业的竞争力。 本文首先回顾以往顾客满意度的研究成果，结合顾客满意度的基本理论与郑州别克4S店汽车售后的基本情况，构建郑州别克4S店汽车售后服务逻辑模型，建立顾客满意度指数测评体系。进行问卷调查，对数据进行分析，得出满意度水平，找出存在的问题，提出改进建议。 关键词：别克，4S店，售后服务，满意度，层次分析法 The Study of BUICK Service Satisfaction in Zhengzhou Abstract: With the economic development, peoples living standards and consumer demands are rising. More and more foreign private cars are coming into the Chinese market, the rapid development of automobile industry make the standard of living for people more comfortable. Cars, especially luxury cars, are not only a means of transport, but also as a status symbol, become an indispensable part of life. While the growing maturity of auto market, auto consumers have become increasingly rational. Product quality and after-sales service and other factors will directly influence peoples choice intentions. In the intense market competition, in order to get more advantages, essential service is very important, so it is necessary for conduct customer satisfaction analysis, to improve the competitiveness of enterprises.This paper reviews the results of previous studies of customer satisfaction, then, customer satisfaction combined with the basic theory and automotive aftermarket Buick 4S store basic information in Zhengzhou, it built Buick 4S store service logic model in Zhengzhou and a Customer Satisfaction Index System. Finally, a questionnaire survey is conducted, based on the analysis of the data and satisfaction levels, the paper identified problems, and make recommendations for improvement.Keywords： Buick, 4S shop, after service, satisfaction, AHP 朗读 显示对应的拉丁字符的拼音 ? 字典 翻译以下任意网站 Berlingske.dk-丹麦 Guardian.co.uk-英国 Spiegel Online-德语 Komika Magasin-瑞典语 Vogue-法国 Arte Toreo-西班牙语 Yomuiri Online-日本 Bild.de-德语 The Washington Post-