如何提升我国汽车4s店售后服务质量.doc

常州工程职业技术学院 毕业论文设计 PAGE PAGE 29 常州工程职业技术学院 毕 业 设 计（论文） （_______________2012_____________届） 设计（论文）题目 如何提升我国汽车4s店售后服务质量 系 部 机械工程技术系 班 级 汽修0911 学 生 姓 名 孙香香 指 导 教 师 陈瑄 常州工程职业技术学院 二0一 年 月 日 摘要 随着社会经济的快速发展,人民生活水平的日益提高,轿车市场迅速增长,作为4S汽车专卖店随着轿车市场的增长而迅速增加,然而4S汽车专卖店的竞争也日趋激烈,甚至白热化的程度，做好售后服务这一环节至关重要。汽车的售后服务，是一项最具体、最讲究细节的综合服务。随着我国汽车销售量不断增长，汽车的售后服务也变得越来越重要，也成为了我国汽车4S 店的主要利润来源。近几年来，消费者也逐渐理性，因此，谁能提供消费者满意的服务，谁就能占有市场份额。 汽车品牌专卖店实施服务营销战略，发展自身品牌是企业长远发展的需要，也是市场竞争发展到一定阶段的必然结果。本文以汽车4S 店为研究对象，从我国汽车售后服务市场实际现状出发，通过汽车售后服务的市场存在问题，针对问题提出相应的策略和发展趋势。从而为广大4S 店经营者就如何提高服务质量提供在理论上和策略上的探讨和借鉴。提升4S汽车专卖店的竞争力,促进4S汽车专卖店的健康发展。 关键词：4s店 服务质量 提升策略 发展趋势 Abstract With the rapid development of social economy, peoples living standards rising, the car market grows rapidly, as the vehicle 4S store with the car market growth and rapidly increasing, however, 4S automobile shop and competition is increasingly fierce, and even turn white-hot degree, good after-sales service of this link is very important.Auto after-sales service, is one of the most specific, the most exquisite details of the comprehensive services.As our country auto sales continue to increase, the automobile after-sale service becomes more and more important, also become our country automobile 4S shop in the main source of profits.In recent years, consumer also gradually reason, therefore, who can provide a satisfactory service, who can occupy the market share. Automobile brand stores to implement service marketing strategy, to develop their own brand is the enterprise long-term development needs, also is the market competition develops to a certain stage of the inevitable result.Based on automobile 4S stores as the object of study, from our country auto after-sales service market actual situation, through the automobile post-