Research And Application Of Automobile Sales Service Enterprise Performance Evaluation Indicator System

Study on customer satisfaction has always been the most forward and hottest topic in the field of economy, management and quality. ?The customer satisfaction strategy? has also gradually been the core, target and competitive mode of an enterprise.As the rapid development of Chinese economy, the domestic auto market has been undergoing a difficult process: starting from s scratch. Faced with the fierce competition, managers of automobile 4s shops must calmly reconsider the business strategy of sustainable development to meet the new challenge; industriously try to seek new breakthrough and development path; firmly establish customer-centered service; spare no effort to improve customer satisfaction, obtain more economic and social benefit and promote the development of enterprise in a more sustained, rapid and sound way.Firstly, through the study on the general properties of customer satisfaction evaluation system, this paper sums up factors that influence customer satisfaction, and then analyses the elements of evaluation system on customer satisfaction and discusses the fundamental principles of the testing model structure on customer satisfaction; secondly, it makes an analysis on the achievement of index and system of customer satisfaction, the model and kinds of documents, conducts a questionnaire survey with the possessed knowledge and constructs an evaluation model of customer satisfaction; lastly, it makes a positive analysis. In this paper, all 4S shops in Huai?an city are included in the study. Huai?an city, located in the core district of northern area in Jiangsu province, is one of the numbers of Yangtze River Delta Agglomeration. Economy here is developed and terrene is vast with few local automobile producers here. Therefore, it could be concluded that all automobiles share the same base of competition here which forms the foundation for satisfaction survey. Through the survey on customer satisfaction, this paper makes a conclusion on the common problems in 4Sshops management and proposes the solution to meet the need of automobile enterprise and the whole society.