摘要
售后服务对汽车维修企业至关重要,为提升售后服务顾客满意度,实现企业与顾客的双赢,本文通过问卷调查的方法,利用SPSS软件对影响顾客满意度因素的重要程度和满意程度进行整理,最后运用四分图模型进行综合评价,指出了某汽车公司的优劣所在,有助于企业不断改进和创新,促进企业持续发展。
After-sales service is of critical importance for automobile maintenance enterprises. In order to promote customer satisfaction at after-sales service and create win-win situation between customers and enterprises, through questionniaire the paper analyses the data by using SPSS to calculate the customer satisfaction and importance of after-sales service of automobiles. Also with the help of quadrified graph, the author gives comprehensive evaluation of automobile enterprises and points out its advantages and disadvantages for the purpose of a constant innovation ,creation and development in the enterprise.
出处
《湖南科技学院学报》
2009年第8期138-140,共3页
Journal of Hunan University of Science and Engineering
关键词
汽车维修企业
顾客满意度:四分图模型
Automobile maintenance enterprises
Customer satisfaction
Quadrifid graphs
