| China’s auto market has experienced period of rapid growth in the past 10 years,the automotive after-sale market value reached 800 billion yuan,the development of the automobile industry gradually step into a steady period.The structure strategy of car dealers operation has changed a lot.With the imbalance between supply and demand,the costs of promotion is increasing,the profit of new car sales has been declining year by year.Facing fierce market competition,dealers and automaker seek the road changing,paying close attention to after-sales service while selling cars,and paying close attention to the improvement of service in operation.This paper refers to the related literature of the automobile industry,started from the basic theory of service operation and evaluation system,took the service operation ability of Beijing Hyundai authorized dealers as the breakthrough point,first introduced the status of Beijing Hyundai automobile dealers’ service operation ability and the evaluation of the operation service status of Beijing Hyundai Motor Co.,Ltd.for its dealers.Identified the key indicators which influencing dealers` service and operation ability through questionnaire,and determined the weight of indicators at all levels through the Analytical Hierarchy Process(AHP),established mathematical model using Fuzzy Integrated Evaluation,evaluated each level index.And chose a Beijing modern 4S shop in Guiyang for empirical analysis,obtained evaluation results of the 4S shop service operation capacity based on the evaluation model.The results turn out to be general,and each module has a huge improvement space.Through analysis and research,the author puts forward improvement suggestions on data management,solicitation management,reception,workshop management,spare parts management,customer relationship,derivatives business and service marketing for improving service operation ability of Beijing Hyundai automobile dealers in Guiyang City. |
