宁波市家用汽车售后服务质量研究

After-sale Service Quality in Automobile Industry in Ningbo

随着我国汽车产业的快速发展,汽车售后服务作为汽车服务行业的一部分,其服务质量是否得到保证的问题日益受到消费者的重视。通过对宁波汽车售后服务质量展开问卷调查,运用服务质量差距模型和SERVQUAL模型对问卷数据进行了分析,发现了宁波市家用汽车在售后服务质量方面存在的问题,并据此提出了提高宁波汽车售后服务质量的有效措施。

With the rapid development of automobile industry in China, the after-sale service has been of much importance to the industry and its quality has been much emphasized by the consumers. The present paper, based on the questionnaire, uses service quality gap model and SERVQUAL model in the research, analyzes the data as well as the problems existing in the service and proposes ways for the improvement.