本文關(guān)鍵詞：汽車行業(yè)投訴管理及顧客滿意影響因素研究　出處：《上海交通大學(xué)》2014年碩士論文　論文類型：學(xué)位論文

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【摘要】：企業(yè)之間的競爭就是對(duì)顧客源的競爭,忠誠的顧客是企業(yè)競爭力形成的基礎(chǔ)。在市場競爭力度日漸劇增的情況下,越來越多的企業(yè),包括汽車行業(yè),開始意識(shí)到顧客投訴管理帶來的諸多益處,及提高顧客滿意度的重要性。現(xiàn)有的對(duì)投訴管理的研究比較集中在酒店、電信、醫(yī)院等行業(yè),所以本文針對(duì)汽車市場環(huán)境,對(duì)投訴管理體系及投訴處理滿意度的影響因素做了深入研究。無論在理論上還是實(shí)踐意義上,對(duì)顧客投訴管理的研究都具有一定意義。研究的主要內(nèi)容如下:首先回顧了關(guān)于顧客投訴管理的理論概念,其次對(duì)中國汽車行業(yè)的投訴管理基本特征做了簡要的介紹,并進(jìn)一步強(qiáng)調(diào)了汽車行業(yè)顧客投訴管理的重要性。接著以上海市A汽車公司為研究對(duì)象,重點(diǎn)分析了該企業(yè)與其4S店形成的顧客投訴管理的閉環(huán)系統(tǒng),并據(jù)此提出了相應(yīng)的改進(jìn)措施,為同行的其它企業(yè)提供了一個(gè)可借鑒的典范。最后,在深入分析顧客對(duì)投訴處理滿意影響的基礎(chǔ)上,建立了分析假設(shè)模型。利用上海市消費(fèi)者保護(hù)協(xié)會(huì)提供的汽車行業(yè)的投訴數(shù)據(jù)及二項(xiàng)logistic回歸的運(yùn)用,對(duì)假設(shè)模型進(jìn)行檢驗(yàn),從而得出最終影響顧客對(duì)投訴處理滿意的因素研究結(jié)論。在此結(jié)論的基礎(chǔ)上,為汽車企業(yè)顧客投訴處理的完善提供有益的建議。
[Abstract]:The competition between enterprises is the competition for the source of the customer, and the loyal customer is the basis for the formation of the competitiveness of the enterprise. With the increasing market competition, more and more enterprises, including the automotive industry, begin to realize the benefits of customer complaint management and the importance of improving customer satisfaction. The existing research on complaints management is concentrated in hotels, telecommunications, hospitals and other industries. Therefore, in view of the automobile market environment, this paper makes in-depth research on the influencing factors of complaint management system and complaint handling satisfaction. Both in theory and in practice, the research on customer complaint management is of certain significance. The main contents of the research are as follows: first, we reviewed the theoretical concept of customer complaint management, followed by a brief introduction to the basic characteristics of complaints management in China's auto industry, and further emphasized the importance of customer complaint management in the automotive industry. Next, taking A Automobile Company of Shanghai as the research object, the closed loop system of customer complaint management formed by the company and its 4S store is emphatically analyzed. Accordingly, corresponding improvement measures are put forward, which provides a reference for other enterprises of the same industry. Finally, on the basis of in-depth analysis of customer satisfaction on complaint handling, an analytical model is established. Using the complaint data from the Shanghai Consumer Protection Association and the application of the two logistic regression, we test the hypothesis model, so as to draw the conclusion that the final influence factors on customer satisfaction with complaint handling is the conclusion. On the basis of this conclusion, it provides useful suggestions for the improvement of customer complaint handling in automobile enterprises.
【學(xué)位授予單位】：上海交通大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2014
【分類號(hào)】：F274;F426.471
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本文編號(hào)：1346807