Research On The Auto After-sales Service Improvement Of Beiqi Heibao

Automotive after-sales service is an important part of enterprise business,not only relates to the automobile enterprise product sales,but also related to the enterprise market competitiveness and the development question.In the market,when the demand of the consumer is more important than the supply of the enterprise,the quality of service becomes more and more important.Improving and innovating the after-sales system of the enterprise can help the company to improve quickly.Under such market competition,it is necessary for Beiqi Heibao to obtain more substantial development and conduct after-sales service quality research.This article first found the main problems in the after-sales service quality of the Beiqi Heibao: Long wait time;Unreasonable fees;Incorrect diagnosis makes consumers repair again;Frequent user visits;Inaccurate maintenance estimate time.Six factors that influence the after-sales service quality are analyzed:Sales staff image;Staff professionalism and professional standardization;Service process implementation process;Maintenance quality assurance;Price perception and communication effectiveness and personal factors.After-sales assessment of automobiles is an important prerequisi te and basis for finding key issues and improving problems and improving service quality.This article adopts the service performance(SERVPERF)scale method to evaluate the service quality and initially establishes the evaluation system.In order to test the reliability of index selection,a questionnaire was designed,data was collected for survey and reliability and validity tests were conducted,and the composition of the final system was determined.Using statistical analysis software to further analyze the mean variance of data,cross-classify the results of service quality assessment indicators based on the mean and variance.Based on the assessment results,we have formulated measures and safeguards to improve the after-sales status of Beiqi Heibao.In order to verify the effect of the measures,the test was conducted again six months later.The research conclusions have a guiding role for the improvement of after-sales service quality of Beiqi Heibao,make up for the deficiencies of existing research and have certain reference value for solving related problems of similar enterprises.