Research On Service Quality Of Auto After Market

Service industry accounts for more than half of national GDPs, and is still increasing gradually. Service quality management is the key to provide excellent service to customers.At present 4S store is the mainstream of auto sales mode. 4S store, or "four-in-one" marketing franchise stores, it is an integration of SALE, SERVICE, SPARE PART and SRUVEY. At the same time the store is provided with concessionary monopoly. The current automobile market has shown the phenomenon of slowdown in the growth trend, which objectively requires auto manufacturers to propose solutions. As the rapid improvement of China's automotive industry production capacity and technology, the prices keep falling, as well as profits fell dramatically, the competition between automobile manufacturers will change from technology and price to after-sale services. As many data show that China's after-sale service of the profits are quite attractive, but the quality of the service is unsatisfactory.Based on the situation, the author analyzes the current domestic auto after-sale service environment, the status quo and development in order to identify the service issues that domestic automobile dealers have in the after-sale service.I take company YM as an example in this thesis and use methods of investigation in the spot, data analysis, comparative analysis, as well as applying the service quality management principle and margin model theories to analyze service concept, service process and the service remediation of the YM Company. In the end, I propose the suggestions to improve service quantity. With the conclusions reached in the analysis and limited scenario of my suggestions, I hope that the research will be useful on improving after-sale service and increasing profit in 4S stores.