客户满意度

安徽工程大学毕业设计（论文）I汽车4S店服务质量对客户满意度的影响摘要随着经济的持续稳步增长，人们的生活水平也有了一个质的飞跃，汽车已成为一种日常的消费品，进入了寻常百姓家。与此同时，汽车4S店如雨后春笋般不断涌现，随着汽车品牌及车型的不断增多，汽车市场总的来说是供大于求，车市市场由以前以供应商为主导的卖方市场转变为现在已消费者为主导的买方市场，汽车行业的竞争也逐步由产品和价格的竞争转变为服务的竞争。而在这其中，4S店作为连接汽车生产和销售的主要桥梁和主流渠道，服务质量则是其追求全方位客户满意的重要因素。故此，对汽车4S店的服务质量与客户满意度的关系进行实证研究有着突出的现实意义。本文在大量文献阅读、网上资料搜索的基础上，将定量分析方法运用到4S店中，设计出针对4S店发展状况的服务质量五维度的调查问卷，并对所采集的数据进行综合分析，最后就研究的结果提出有效建议，并提出针对性强而行之有效的提高和改进策略。关键词：汽车4S店；服务质量；客户满意度；改进策略刘刚：汽车4S店服务质量对客户满意度的影响IITheImpactofAuto4Sshops’ServiceQualityoncustomerSatisfactionAbstractAstheeconomycontinuedtogrowsteadily.People’slivingstandardhasbeenaqualitativeleapintheeyesofthepeople,thecarhasbecomeadailyconsumergoods,intotheordinarypeople’shome.Atthesametime,auto4Sshopssuchbambooshootsafteraspringrainlikeemerge,asthecarbrandsandmodelsofincreasing,carmarketingeneraloversupplybytheprevioussupplierchangeledtoaseller’smarketnowconsumerledabuyer’smarket.Thecompetitionofautoindustryisalsograduallychangedfromproductandpricethecompetitionofservice.Andinthisone,4Sshopasthemainbridgeofautomobileproductionandsaleandthemainstreamchannels,servicequalityisanimportantfactorinthepursuitofafullrangeofcustomersatisfaction.Therefore,anempiricalstudyontherelationshipbetweenservicequalityandcustomersatisfactioninautomobile4Sstoreshashighlightedthepracticalsignificance.Basedonextensiveliteraturereading,onlineinformationsearch,thequantitativeanalysismethodisappliedtothe4Sshop,wedesignaquestionnairebasedonthedevelopmentsituationof4Sbranchofthe5dimensionsofservicequality,andmakeacomprehensiveanalysisofcollecteddata,theresultputforwardeffectivesuggestions,andputforwardthepertinenceeffectiveimportantstrategy.Keywords:Auto4Sshop;Servicequality;Customersatisfaction;Improvementstrategy安徽工程大学毕业设计（论文）III目录引言.................................................................................................................................-1-第1章绪论.........................................................................................................................-2-1.1研究背景..........................................................................................................................................-2-1.1.1理论背景......................................................................................................................................-2-1.1.2实践背景......................................................................................................................................-2-1.2研究意义..........................................................................................................................................-2-1.3研究思路..........................................................................................................................................-3-1.4研究方法..........................................................................................................................................-3-第2章文献综述.................................................................................................................-4-2.14S店概念及其发展过程.............................................................................................................-4-2.1.14S店概念.....................................................................................................................................-4-2.1.24S店发展过程.............................................................................................................................-4-2.2服务质量..........................................................................................................................................-4-2.2.1服务质量的概念........................................................................................................................-4-2.2.2服务质量的维度........................................................................................................................-5-2.2.3服务质量的测量........................................................................................................................-5-2.3客户满意度.....................................................................................................................................-6-2.3.1客户满意度的概念....................................................................................................................-6-2.3.2客户满意度的测量....................................................................................................................-7-2.4服务质量与客户满意度之间的关系........................................................................................-8-第3章研究概述.................................................................................................................-9-3.1研究框架..........................................................................................................................................-9-3.2问卷设计..........................................................................................................................................-9-3.2.2问卷设计原则.................................................................................