本文選題：一汽-大眾　切入點：客戶滿意度　出處：《長春理工大學(xué)》2013年碩士論文

【摘要】：在我國汽車行業(yè)消費模式從“產(chǎn)品為中心”向“以顧客為中心”的轉(zhuǎn)變過程中,顧客滿意度的高低對汽車企業(yè)的生存及發(fā)展變得至關(guān)重要,其中售后服務(wù)滿意度的高低已經(jīng)成為汽車企業(yè)在競爭中能否獲勝的最關(guān)鍵的因素。 本文以客戶滿意度為切入點,對影響售后服務(wù)滿意度的核心要素-服務(wù)質(zhì)量的影響因素進行全面分析,之后引出“一次修復(fù)率”的概念及相關(guān)理論,全面分析一次修復(fù)率的影響因素及其對維修質(zhì)量及顧客滿意度的影響。 通過對一汽-大眾汽車有限公司一次修復(fù)率的管理模式的研究,分析其一次修復(fù)率的管理模式,并提出優(yōu)化和改進建議,通過科學(xué)的制定提升措施來確保一次修復(fù)率持續(xù)穩(wěn)定提高,最終來提升品牌顧客滿意度。
[Abstract]:In the process of transformation from "product-centered" to "customer-centered", the level of customer satisfaction becomes very important to the survival and development of automobile enterprises. The level of after-sales service satisfaction has become the most important factor for automobile enterprises to win in the competition. Taking customer satisfaction as the breakthrough point, this paper makes a comprehensive analysis of the key factors that affect the satisfaction of after-sales service-the influencing factors of service quality, and then leads to the concept of "primary repair rate" and related theories. The influencing factors of primary repair rate and its influence on maintenance quality and customer satisfaction are analyzed. Through the research on the management mode of the primary repair rate of FAW-VW Co., Ltd, the paper analyzes the management mode of the primary repair rate, and puts forward some suggestions for optimization and improvement. Through the scientific development of promotion measures to ensure a steady increase in the rate of repair, and ultimately to improve brand customer satisfaction.
【學(xué)位授予單位】：長春理工大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2013
【分類號】：F426.471

【參考文獻】

相關(guān)期刊論文 前1條

1 Eugene W.Anderson ,Claes Fornell ,Donald R.Lehmann ,劉金蘭,康鍵;顧客滿意度、市場份額與利潤率的關(guān)系——來自瑞典的發(fā)現(xiàn)[J];管理學(xué)報;2005年01期

，

本文編號：1678100