文档介绍：海南大学
毕业论文(设计)
题目: 汽车售后服务综合评价体系研究
姓名: 庞旭明
年级: 10级
学院: 机电工程
系别: 汽车系
专业: 车辆工程
完成日期:2014 年 5 月 6 日
摘要
随着汽车在我国的保有量和产量的不断增加,汽车已经成为我们生活中不可缺少的一部分,但是由于我国经济以及国情原因,使得我国在售后服务这一块还相当落后,如何让才能让我国汽车行业健康稳固快速的发展呢,据相关研究表明一个合理的汽车行业标准将会对汽车行业发展有着指导性的意义,所以研究出一个售后服务综合评价体系是很有必要也很有意义的,一个健全的售后服务综合评价体系将会对我国汽车行业现代化、国际化的发展具有指导意义。
本文通过对我国汽车行业与国际汽车行业售后服务现状分析,以及国内外汽车售后服务评价体系发展现状的对比分析,找出我国汽车售后服务评价体系存在的问题,然后将我国汽车售后服务评价体系分成三个指标,对各个指标逐级进行综合研究,最后以三个指标形式构建一个汽车售后服务评价体系框架图。
关键词: 汽车售后服务;评价体系;顾客满意度
Abstract
As car ownership and production increasing in our country, the car has e an indispensable part of our life, but because our country economy and national conditions, making the piece in the after-sales service is very backward, how to make to make healthy steady fast development of our country automobile
industry, according to the related studies have shown that a reasonable standard in automotive industry will has a guiding significance on auto industry
development, so the out a synthetic evaluation system of after-sales service is necessary also very meaningful, prehensive evaluation system will be a sound after-sales service for the development of automobile industry in our country modernization, internationalization has guiding significance.
This article through to our country automobile industry with the international automobile industry after-sales service present situation analysis, as well as the development of the automobile after-sale service evaluation system both at home and parative analysis, find out the problem of auto after-sales service evaluation system in our country, then China's auto after-sales service evaluation system is divided into three index, comprehensive research of various indexes step by step, finally in the form of three indicators to construct an auto after-sales service evaluation system frame.
Keywords: auto after-sales service;evaluation system;customer satisfaction
目录
1绪论 1
2汽车售后服务的定义以及评价体系对其发展的重要性 3
3
3