Research On After-sales Service Satisfaction Of ABC Automobile Shop

With the development of science and technology, continuously strengthen the world economy integration, enterprise competition. Enterprises need to develop new customers, develop new markets, improve market share, and to maintain existing customers, stable market share. To prevent loss of customers and enterprises, the key is to improve the quality of products and services, added value for customers, to achieve customer satisfaction. Now, the United States and other developed countries take the customer satisfaction index as an objective measure of economic growth quality indicators. But China customer satisfaction index system has not yet been established, only parts and some of the industry enterprise customer satisfaction index system has been established. But a lot of enterprises in the process of testing and appraising customers1satisfaction degree on their own, no quantitative analysis to the economic value of customer satisfaction, don’t understand did not make full use of the information about the customer satisfaction included. At present, the development of ABC auto shop there are a lot of pressure, mainly comes from the manufacturer’s competition pressure and other auto shop. Automobile manufacturers to control performance of the market for the control of the distributor. Dealers must be conducted in accordance with the requirements of the manufacturer’s management and service. Every quarter, every manufacturer investigations, evaluation of ABC auto shop. If not up to the standard of the factory many times. Manufacturers will take knockout will be eliminated.In addition to the pressure from the manufacturer, and competition from other ABC car shop, gradually reduce the price competition model, in order to get more customers must be from the service staff, improve staff quality, job skills, develop a set of standard service process, thus improve the relationship with customers, etc. So, the problem of quality of service by the manufacturers and the vast majority of managers were more and more attention. People believe that once the service well, get satisfied customers is very easy to drive around the friends to buy, and satisfied with the service quality of customer is easy to become loyal customers, this cycle is the dealer’s pursuit of the best state.From the early1970s, studies of customer satisfaction increase gradually and get attention. It for an enterprise to determine the important factors that affect customer satisfaction and take corresponding measures to improve customer satisfaction and enterprise profit is of great significance. In general, customer satisfaction is the customer for enterprise products and services provided by the comprehensive evaluation, direct and customers for enterprise, enterprise products, enterprise service recognition. Customers can according to their own value to products and services to judge, so Philip Kotler thinks,\"satisfaction is the level of the state of a person’s feeling, it comes from ideas about a product’s performance or\" comparison of the output and people’s expectations. In the enterprise and customers to establish long-term cooperative partnership, in the process of the enterprise if provides value beyond customer expectations of service, can make customers in every purchase and post-purchase experience are satisfied, the satisfaction will enhance customer to enterprise’s trust, thus make the enterprise get a long-term profit and development.For enterprises, if the customer is satisfied with the enterprise’s products and services that are, customers will also feel their consumption and word of mouth to enterprise customers, to expand the enterprise product visibility, continuously improve enterprise image, also provide the power for the long-term development of the enterprise. Increasingly competitive in the current automobile industry, car industry growth speed slow gradually, gradually diversified requirements of customers, and business of homogeneity phenomenon increasingly serious situation, our country’s automobile industry to accelerate the update speed, the embodiment of the core competitiveness of the automotive industry more on services.In view of this, the author on the basis of relevant theories, based on the status of ABC auto shop customer service as well as the existing problems are studied, and the ABC auto shop customer satisfaction and influencing factors of customer satisfaction research, and by using difference model of service quality, service quality and customer satisfaction for ABC auto shop provide relevant suggestion. Hope that through this article research, the auto industry customer satisfaction research of other enterprises.