本文關(guān)鍵詞： 二手車售后服務(wù) 顧客滿意度 服務(wù)質(zhì)量　出處：《中國集體經(jīng)濟(jì)》2016年36期 　論文類型：期刊論文

【摘要】：近幾年來,隨著經(jīng)濟(jì)發(fā)展和生活節(jié)奏加快,消費(fèi)者對(duì)于汽車需求不斷加大,我國汽車市場高速發(fā)展,同時(shí)各汽車品牌之間的性價(jià)比差距不斷縮小,新車?yán)麧櫼搽S之大大降低。二手車業(yè)務(wù)作為汽車產(chǎn)業(yè)鏈重要的組成部分之一,存在很大的利潤空間。但是我國二手車市場起步較晚,二手車售后服務(wù)相當(dāng)不健全,導(dǎo)致部分消費(fèi)者不敢購買二手車,因此,完善二手車市場售后服務(wù)機(jī)制,提升顧客滿意度,對(duì)于二手車市場發(fā)展有著重大意義。筆者實(shí)地調(diào)查了長春市華港二手車市場的發(fā)展現(xiàn)狀,遵循選取指標(biāo)的各項(xiàng)原則,以MOT測評(píng)點(diǎn)為基礎(chǔ),構(gòu)建二手車顧客滿意度評(píng)價(jià)體系,通過問卷調(diào)查得出數(shù)據(jù),經(jīng)過測算發(fā)現(xiàn)二手車售后有待完善的地方并給出相應(yīng)的對(duì)策建議。
[Abstract]:In recent years, with the rapid development of economy and the quickening pace of life, consumers' demand for automobiles has been increasing, the automobile market in our country has developed at a high speed, at the same time, the gap between the performance and price ratio of various automobile brands has been narrowing. As an important part of the automobile industry chain, there is a large margin of profit for second-hand car business. However, the second-hand car market in China started relatively late, and the after-sales service of second-hand car is quite imperfect. As a result, some consumers do not dare to buy second-hand cars. Therefore, to improve the after-sales service mechanism in the second-hand car market and enhance customer satisfaction, It is of great significance to the development of second-hand car market. The author has investigated the present situation of the second-hand car market in Changchun City, followed the principles of selecting indicators, and constructed the evaluation system of second-hand car customer satisfaction based on MOT evaluation points. According to the data obtained by questionnaire survey, the author finds out that the used car needs to be consummated after sale and puts forward the corresponding countermeasures and suggestions.
【作者單位】： 吉林大學(xué)經(jīng)濟(jì)學(xué)院;
【分類號(hào)】：F426.471
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本文編號(hào)：1530740