汽车售后服务质量评价实证研究

随着我国汽车产业竞争的加剧，汽车售后服务已经成为汽车经销商利润的重要来源。在服务质量决定消费者对汽车售后服务的消费意愿的背景下，对汽车售后服务质量进行科学评价成为重要议题。通过实证研究，建立了由5个维度即可靠性、有形性、响应性、移情性、保证性共17个问题组成的汽车售后服务质量评价量表，通过因子分析的方法确定了这5个维度的权重，并对人们使用本研究的量表评价汽车售后服务质量提出了具体建议。

Empirical Research on the Evaluation on Service Quality of Car Service

As the competition in the car industry of China is getting more serious,car service has become a most important source of profit.The service quality of car service determines the purchasing intention of consumers,so the scientific evaluation on car service quality is core to the industry.Based on the empirical research,a questionnaire composed of 5 dimensions,with a total of 17 items is constructed.The weighting results of these 5 factors are obtained by factor analysis,which is reliability,tangibles,respon...