Research On Customer Satisfaction Of NJBT Automobile Sales Co.,Ltd

In recent years,the number of consumers in China has increasing every year,and the sales volume is also rising steadily.Now the brand competition and channel competition in the automobile industry have entered a new era.The traditional marketing model has been eliminated and the integration of sales and service has entered a new stage.4S stores are also subject to various social restrictions,under the pressure of the market,the profit space of the enterprise is compressed.To solve this problem,the company must develop a variety of marketing models and new channels for different customer groups.Therefore,it should be based on customer satisfaction and continue to meet customer demand,so that customer satisfaction is as important as sales.And to gain a foothold in car sales,you need to build a huge customer rating system.With the growing maturity of the industry and the market,foreign and domestic brands emerge in an endless stream of competitors,in order to enhance user stickiness and loyalty,customer satisfaction is particularly important.This paper take NJBT automobile sales co.,LTD as the research object,based on the domestic and foreign customer satisfaction and customer satisfaction theory and model of the auto service industry as the foundation,through the analysis of NJBT automobile sales co.,LTD.,present situation of customer satisfaction evaluation,combining with the variation coefficient method to determine influence NJBT automobile sales co.,LTD.,the key indicators of customer satisfaction,According to SERVQUAL scale and Likert scale,the index was assigned to construct the customer satisfaction evaluation system of NJBT Automobile Sales Co.,LTD.Then through the questionnaire survey method to determine the actual level of satisfaction of NJBT Automobile Sales Co.,Ltd.to find out the existing problems of user satisfaction.And combined with the relevant theories of customer service,put forward improvement strategies,ultimately improve customer satisfaction,consolidate the company’s competitive advantage in China’s automobile service market.