【摘要】 为更有效地分析汽车售后服务站的售后服务能力,提高其服务质量和水平以提升顾客满意度,研究了售后服务能力的构成要素;以4S店回访数据为依据,基于结构方程模型与最大似然等方法构建了售后服务能力模型,并经多次迭代计算和修改,建立了优化的售后服务能力定量模型;分析了服务能力要素之间及不同服务能力对顾客满意度的定量影响关系;在此基础上提出决策建议,为企业精确改进服务、提高客户满意度提供了辅助决策支持。经部分服务站采用验证,效果明显。更多还原

【Abstract】 On the basis of the analysis of the present service processes and data analysis method of automobile service station,the service capability elements of service station are researched and defined.The service capability model is build and calculated base on the structural equation models and the maximum likelihood method by using after-sale service data of one automobile 4S shop.The quantitative relationships model among the service capability elements is built and the quantitative impacts of these elements on customer satisfaction are reflected.According to the above research,the relative suggestion is put forward to improve the service quality and customer satisfaction purposefully,and the suggestion has been accepted by some 4S shop showing better results.更多还原