| 汽车业售后服务能力模型的建立及服务能力分析 |
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| 引用本文： | 廖伟智,孙林夫,杜平安.汽车业售后服务能力模型的建立及服务能力分析[J].电子科技大学学报(社会科学版),2010(5). |
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| 作者姓名： | 廖伟智 孙林夫 杜平安 |
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| 作者单位： | 电子科技大学机械电子工程学院;西南交通大学CAD工程中心; |
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| 基金项目： | 国家863计划(2007AA04Z188,2007AA040801); 四川省科技支撑计划(2009GZ0016) |
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| 摘 要： | 为更有效地分析汽车售后服务站的售后服务能力,提高其服务质量和水平以提升顾客满意度,研究了售后服务能力的构成要素;以4S店回访数据为依据,基于结构方程模型与最大似然等方法构建了售后服务能力模型,并经多次迭代计算和修改,建立了优化的售后服务能力定量模型;分析了服务能力要素之间及不同服务能力对顾客满意度的定量影响关系;在此基础上提出决策建议,为企业精确改进服务、提高客户满意度提供了辅助决策支持。经部分服务站采用验证,效果明显。
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| 关 键 词： | 汽车 能力分析 定量关系模型 服务能力要素 结构方程 |
Modeling After-Sale Service Capacity and Service Capabilities Analysis for the Automobile Service Station |
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| LIAO Wei-zhi,SUN Lin-fu, DU Ping-an.Modeling After-Sale Service Capacity and Service Capabilities Analysis for the Automobile Service Station[J].Journal of University of Electronic Science and Technology of China(Social Sciences Edition),2010(5). |
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| Authors: | LIAO Wei-zhi SUN Lin-fu DU Ping-an |
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| Institution: | LIAO Wei-zhi1,2,SUN Lin-fu2,, DU Ping-an1 (1.School of Electromechanical Enginerring,University of Electronic Science , Technology of China Chengdu 610054,2.CAD Enginerring Center,Southwest Jiaotong University Chengdu 610031) |
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| Abstract: | On the basis of the analysis of the present service processes and data analysis method of automobile service station,the service capability elements of service station are researched and defined.The service capability model is build and calculated base on the structural equation models and the maximum likelihood method by using after-sale service data of one automobile 4S shop.The quantitative relationships model among the service capability elements is built and the quantitative impacts of these elements o... |
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| Keywords: | automobile capability analysis quantitative relationships model service capability elements structural equation models |
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