China's Auto Companies After-sales Service Performance Evaluation Model

In the whole automotive industry chain, the automotive products' main profit is not from vehicle sales but more and more inclined to after-sales service. After-sales service is an important segment in vehicle circulation areas, which covers the quality assurance, claims for compensation, maintenance services, auto parts supply, maintenance technical training, technical advice and guidance, market information content, and a series of feedback after the sales of vehicle. As the strong pillar of car sales, the automobile after-sales service will gradually present a kind of unprecedented business opportunity. In the Chinese auto market after 2005, more and more attention will shift to the profitable while under-developed auto after-sale service, providing a kind of excellent and efficient after-sales service will become the focus that all the manufacturers pay attention to.The study of the task is to design an effective after-sales service performance evaluation model for the car production enterprises, which will help us better grasp of the enormous potential and existing problems contained by after-sales service market, thus provide a theoretical basis and technology programs for the domestic automobile enterprises' improvement of quality of after-sale service and customer satisfaction.Currently, domestic and foreign scholars have conducted systematic research on the services performance evaluation, but different services industry exist some differences, the research of this project is mainly facing to the automotive after-sales service. This article takes the after-sales service quality management theory, the service performance evaluation theory and the customer satisfaction theory as the guide, combines the present research situation of domestic and foreign service performance .designing a set of index system of service performance evaluation which converge the commonness of after-sale service and the peculiarity of automobile indestroy , then by theoretical analysis and evaluation methods exploration building an effective after-sales service performance evaluation model aiming at the automobile indestroy. On this base, comprehensivly use the factor analysis, AHP and fuzzy comprehensive evaluation to give the auto after-sale service performance general scientifical and objective score , then validate and optimize the method of automotive after-sales service performance by demonstration analysis.At the same time the paper also pay more attention on the methods of study, would like to transplant some effective methods by the test of practice to after-sales service area, and explore the unique management methods of after-sales service industroy, which is actively meaningful for enriching the existing system and content.