市场监管视角下4S店服务质量满意度研究——以北京市海淀区为例

Research on Service Quality Satisfaction of 4S Stores from the Perspective of Market Regulation——Take Haidian District,Beijing as an example

本文基于市场监管视角,以北京市海淀区为例,探讨如何提升4S店服务质量满意度。首先从国内汽车服务质量总体现状和北京市海淀区汽车4S店服务质量现状入手,梳理和分析国内外服务质量满意度相关理论和模型。随后在此基础上,设计了4S店服务质量满意度调查的评价模型、指标和方法,并对北京市海淀区的4S店开展服务质量满意度调查问卷。从市场监管的视角,对国内汽车4S店服务质量满意度提升工作实践进行了全面总结,并以北京市海淀区为例,基于问卷提出了汽车4S店服务质量满意度提升策略。

From the perspective of market regulation,this article takes Haidian District in Beijing as an example to discuss how to improve the service quality satisfaction of 4 S stores.Starting from the overall status of domestic automobile service quality and the service quality of automobile 4 S stores in Haidian District,Beijing,the paper analyzes related theories and models of domestic and foreign service quality satisfaction.On the basis of theories and models,it designed 4 S store service quality satisfaction survey evaluation models,indicators and methods,and conducted a service quality satisfaction survey questionnaire for 4 S stores in Haidian District,Beijing.Based on the questionnaire,this paper summarizes the experience of domestic automobile 4 S stores on how to improve service satisfaction and proposes a tactic for improving the service quality satisfaction of automobile 4 S stores.