基于QFD的汽车技术服务企业服务质量体系研究

The Research on Service Quality System of Automotive Technology Service Enterprises Based on QFD Model

本文首先介绍了基于质量功能展开(QFD)的汽车服务质量模型,并根据企业调研的客户需求和客户满意度,得出服务质量特性指标和重要度,将QFD运用到汽车技术服务企业服务质量的提升中。从该模型中找到汽车技术服务企业服务质量的薄弱环节并给出相应的提升服务质量的对策,帮助汽车技术服务企业提高服务质量。

This article tirst introduced the automotive service quality model based on the Quality Function Deployment （QFD）, and according to the enterprise and customer demand, the service quality indicator and important degree were obtained, and QFD was applied to enhance the automotive service quality. The service quality weaknesses of automotive technology service enterprises for the model was found and the appropriate measures were put forward to improve the service quality, helping automotive technology service enterprises improve service quality.