汽车4S店销售服务顾客满意度评价模型

The Evaluation Model for Customer Satisfaction Index of Sale Service for a Vehicle 4S Shop

销售服务顾客满意度对汽车4S店的竞争力有十分重要的影响,有必要建立一种评价模型对其销售服务顾客满意度进行客观的评价。本文选取模糊综合评判决策作为销售服务顾客满意度的评价方法,构建了二级模型评价指标体系,并采用专家估测法确定指标的权重,从而建立了综合评价模型,最后,用该模型对某汽车4S店销售服务顾客满意度进行了综合评价,其评价结果与实际情况相符。

The customer satisfaction index for sale service has very important influence on the competitiveness of a vehicle 4S shop, it is necessary to develop a kind of evaluation model to objectively evaluate its customer satisfaction index. The fuzzy comprehen- sive assessing strategy is employed as the evaluation method, and the evaluation index system of second-order model is built and the weights of evaluation index is determined using experts estimating method. As a result, a comprehensive evaluation model is created. The customer satisfaction index of sale service of a vehicle 4S shop is evaluated comprehensively by using this model. The evaluation result accords with practice, which indicates that this model has some practical values.