A Study Of Enhancing The Customer Satisfaction With After-sales Service For Qingdao HS Auto Sales Limited

In recent years, China’s economy is gradually entering a stage of rapid development, and the rapid economic development has promoted the transfer of world manufacturing center to China, which makes China’s automobile market become increasingly competitive. With dwindling profits for vehicle automobile manufacturers, after-sales market has become a new profit growth point for automotive industry. With the rise of the service sector, customer and product have become two main factors affecting the development of enterprises at the same time. If enterprises want to remain invincible in the fierce competition, they have to improve their product market share, while the market share is directly related to customer satisfaction. Therefore, improving customer satisfaction is an important way to enhance enterprise competitiveness and help them to achieve a healthy and sustainable development.During the specific study, the thesis combined theoretical analysis with empirical analysis. Firstly, the thesis described the background, purpose and significance of the studyand made a systematical summary of customer satisfaction theories and factors affecting customer satisfaction at home and abroad by consulting and collecting relevant literature. Secondly, with Qingdao HS Auto Sales Limited as the study object, the present situation of after-sales service for Qingdao HS Auto Sales Limited was understood through questionnaire survey and data statistics to find out the reasons for customer dissatisfaction. Finally, the thesis put forward the solutions and the according safeguards of enhancing customer satisfaction with after-sales service for Qingdao HS Auto Sales Limited according to the above analysis.There are two study focuses in the thesis. For one thing, feasible measures and safeguards were work out to enhance the customer satisfaction with after-sales service for Qingdao HS Auto Sales Limited based on the relevant theoretical knowledge of customer satisfaction, with the help of customer satisfaction analysis tools and taking into account the actual situation of after-sales service process; for another, the thesis analyzed in detail the present situation of customer satisfaction with after-sales service of Qingdao HS Auto Sales Limited according to the first-hand customer feedback data obtained through questionnaire survey.