汽车4S店客户满意度“映像”分析与评价

由于客户满意度直接影响着汽车4S店的经营业绩,而客户满意度的调查报告又存在着明显的滞后性,要尽快改进汽车4S店销售与服务中的问题,仅仅靠客户满意度的调查报告远远不够,还需要从分析客户满意度与员工满意度的关系入手解决问题。本文依据影响员工工作满意度的主要因素,运用模糊层次分析法对员工工作满意度进行综合评价,并根据评价结果及时对员工满意度存在的问题进行调整,以此提升客户满意度,解决客户满意度调查报告滞后性所带来的问题。

As customer satisfaction affects business perfbrmance of automobile 4S Stores directly and the report on customer satisfaction is still hysteretic, it is necessary to research the relationship between customer satisfaction and employee satisfaction in order to improve the sales and service in automobile 4S Stores as soon as possible. This paper starts from the main factors affecting employee job satisfaction analysis, and evaluates the employee job satisfaction by using the fuzzy analytic hierarchy process. According to the evaluation results, problems on employee satisfaction are managed as to enhance the customer satisfaction and solve the existing problems due to the lagging survey report of customer satisfaction.