Research On The After-Sale Services Management Of A Motor Company

This thesis is about the A motor company's after-sales service management, and used GAP model with the quality of service, SERVQUAL, SAS software and other tools for service quality survey. On the basis of the analysis of the after-sales service situation in A motor company, finding its shortcomings and weaknesses, and proposing optimization strategies and recommendations for improvement.The contents of this paper consists of five chapters:The first chapter is the introduction, describes the status of China's automobile after-sales service management, and the significance of this research and methods, ideas;the second chapter is the theoretical basis, describes SERVQUAL model and GAP model;Chapter 3 is on the current situation of after-sales service of A auto company, including customer satisfaction surveys and service quality analysis, to find that lack of car service, and to explore the reasons;The fourth chapter is the core of the paper, using the GAP model to establish and perfect after-sales service management system of A motor company, in order to identify excellence model which is suitable for China's automotive service ;Chapter 5 is a summary and outlook, including the conclusions of the paper, lack of paper work and the prospects for future work.