Research On Service Quality Improvement Of Automobile 4S Store Based On TDABC And IE

In recent years,China’s auto service industry has grown rapidly,and both service quality and economic benefits have been greatly improved.New types of enterprises and new business forms have also emerged.The auto manufacturing industry has become the mainstay of China’s economic and social development.With the improvement of people’s living conditions,automobile after-sales service has become the main driving force for the competition of vehicle enterprises.Therefore,how to improve the quality of automobile after-sales service and establish a competitive advantage in service quality is one of the key issues encountered by China’s automobile industry.Studying how to establish and improve a high-quality and efficient after-sales service system for automobiles,and how to construct various measures throughout the whole process of after-sales service of automobiles,will definitely enhance the competitiveness of domestic automobile after-sales service enterprises and even the automobile industry in which they are located.positive influence.Therefore,the topic of this paper is to conduct a more comprehensive and systematic research on the quality management and improvement of automobile after-sales service,which has certain value both in theory and in practice.Based on the current fierce competition among automobile after-sales service enterprises,this article will take the Jiefang Truck 4S store(hereinafter referred to as W Auto 4S store)in a certain area of ??Hebei to conduct relevant research.The article firstly summarizes the current status of after-sales service quality of automobiles,as well as the related theories of time-driven activity-based costing,industrial engineering and research status at home and abroad.Secondly,taking the after-sales service department of W Auto 4S store as an example,it starts with the external customer satisfaction and internal cost management of the enterprise.On the one hand,the path analysis results based on the structural equation model find that the latent variables are tangible,reactive and guaranteed in the perceived quality.It has a greater impact on customer satisfaction;On the other hand,the TDABC time-driven activity-based costing method is used to calculate the cost of the after-sales department,and the high cost links are found for vehicle maintenance and spare parts management.Then combined with the survey results,it is found that there are problems in service quality such as messy flow paths of maintenance personnel,disorderly placement of spare parts in warehouses,overly complex service processes,and weak customer relationship management.Finally,in response to the above problems,the joint operation analysis method is used to optimize the maintenance operation process;the ABC classification method is used to organize the spare parts warehouse;the after-sales service process of the W Auto 4S store is optimized and simulated;the DMS system is used to realize customer return visits and strengthen customer relationships.Management,in order to improve the after-sales service management level of W Auto 4S stores,improve service quality,and also have reference significance for other auto 4S stores to improve after-sales service quality.