Y Enterprise Anhui Region After-sale Service Quality Evaluation And Improvement Measures

After the reform and opening up,China’s economy has made rapid progress.China has gradually become an important driving force of the world’s manufacturing industry,which has also led to the increasingly fierce competition in China’s special vehicle market.With the continuous decline of manufacturers’ profits,the after-sales service market has become a new profit growth point in the special vehicle industry.Improving service quality is conducive to enhancing customer satisfaction and improving the overall competitiveness of enterprises,which is also an important way for enterprises to develop healthily and continuously.Truck mounted crane is a small product of special vehicles,belonging to the manufacturing industry.In the manufacturing industry,manufacturing process and flow are very important,but the importance of after-sales service is easily ignored.Regardless of the size,domestic manufacturing enterprises generally have the service concept of "focusing on sales and ignoring after-sales" based on the pressure of survival and competition.Under the guidance of this concept,how to increase the market share of products at the fastest speed has become the focus of enterprises.In the severe market competition situation,truck mounted crane enterprises have regarded after-sales service as a powerful weapon for competition.This paper takes the after-sales service quality of truck mounted crane in Anhui region of Y Company as the research object,emphatically analyzes the current situation of truck mounted crane industry and after-sales service in Anhui region of Y Company,and establishes an analysis framework of customer perception of truck mounted crane after-sales service quality based on the theory of service quality management and service gap perception.According to the after-sales service characteristics of truck mounted crane industry,this study designed a SERVPERF scale with good applicability,and analyzed it from six dimensions of tangibility,reliability,assurance,responsiveness,empathy and economy.By defining variables and based on relevant literature at home and abroad,a questionnaire with 38 questions was compiled.Using the method of questionnaire,this paper investigates the after-sales service quality of Y Company in Anhui Province.The results showed that only the average score of tangibility and reliability in the six dimensions reached more than 4,basically meeting customer expectations.The after-sales service quality of Y Company in Anhui is at a low level,which does not meet the basic expectations of customers.On this basis,this study used SPSS to test the reliability and validity of the questionnaire,and found that its reliability and validity were good.The quantitative analysis method of correlation analysis is used to explore the relationship between each variable and the overall after-sales service quality.It is found that each dimension has a significant impact on the overall after-sales service quality.Then,the descriptive analysis is used to summarize the factors that affect each dimension,and it is concluded that the main problems of after-sales service quality in the Anhui region of Y Company are: poor staff service ability,ineffective customer relationship management,slow service response mechanism,and non-standard service prices.In view of this result,combined with the actual situation of Y Company in Anhui Province,this paper analyzes the causes of its after-sales service quality problems,and finally puts forward effective measures to improve its after-sales service quality level,such as strengthening the management of service personnel,strengthening the management of customer relations,improving the after-sales service response mechanism,and improving the after-sales service system.